Patient Advocate

Job Summary:
The Patient Advocate spends time visiting and listening to patients and their families in order to bring about the most positive experience at Erlanger Health. The Patient Advocate makes regular rounds and makes visits when requested by patients, families or staff. When a patient need or concern arises, the Patient Advocate works directly with the nursing teams and hospital departments, including dietary and EVS, to solve issues in a timely manner.

- Visits patients to establish a rapport with the patient and family to learn what is the most important to them in their hospital experience.
- Communicates with patients (including those who may be demanding or escalated) who have concerns, complaints, grievances, or general feedback about their care and experience.
- Assesses patient or family questions and concerns and develops a plan to address needs.
- Communicates information to appropriate team in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
- Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff and departments.
- Documents patient and guest concerns in eSafe, including actions taken to resolve the issue and the outcome.
- Composes professional letters or e-mails to patients and visitors according to the terms of the Erlanger grievance policy.
- Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
- Maintains knowledge of patient experience, organizational culture, and best practices in order to effectively improve the experience of care for Erlanger patients.
- Exhibits a positive attitude at all times, exhibits enthusiasm while performing duties, and acts as role model in demonstrating excellent customer service behaviors.
- Handles multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and compassionate demeanor.
- Appropriately communicates the needs of the patient and family with nursing and other teams.
- Proactively offers comfort items, such as blankets, linens, and other amenities, and lets patients and families feel appreciated.
- All other duties as assigned.

Education:
Required:
- Minimum education: A.A. degree or three years experience in a health-related profession.

Preferred:
- Bachelor's degree

Experience:
Required:
- At least three years experience in patient care, service recovery, or grievance management

Preferred:
- N/A

Position Requirement(s): License/Certification/Registration
Required:
- N/A

Preferred:
- CNA

Department Position Summary:
- Visits patients to establish a rapport with the patient and family to learn what is the most important to them in their hospital experience.
- Communicates with patients (including those who may be demanding or escalated) who have concerns, complaints, grievances, or general feedback about their care and experience.
- Assesses patient or family questions and concerns and develops a plan to address needs.
- Communicates information to appropriate team in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
- Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff and departments.
- Documents patient and guest concerns in eSafe, including actions taken to resolve the issue and the outcome.
- Composes professional letters or e-mails to patients and visitors according to the terms of the Erlanger grievance policy.
- Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
- Maintains knowledge of patient experience, organizational culture, and best practices in order to effectively improve the experience of care for Erlanger patients.
- Exhibits a positive attitude at all times, exhibits enthusiasm while performing duties, and acts as role model in demonstrating excellent customer service behaviors.
- Handles multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and compassionate demeanor.
- Appropriately communicates the needs of the patient and family with nursing and other teams.
- Proactively offers comfort items, such as blankets, linens, and other amenities, and lets patients and families feel appreciated.
- All other duties as assigned.