Patient Advocate

• Promotes Carilion Clinics Culture of Service Excellence and quality through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
• Applies communication skills, de-escalation techniques, and resolution strategies to the management of patient, family, and visitor complaints and grievances.
• Receives and process calls, letters, visits or other notifications of complaints. Reports potential claims to the Director of Patient Advocacy as needed.
• Investigates complaints by actively working with managers/directors of affected areas to determine issues. This includes talking with care givers or other staff involved in the care of the patient. Determines the location of the event incident, requesting medical records, obtaining release from patient for access to medical records from outside facilities, when necessary. Meets with patients, families or involved persons and investigates complaints and concerns.
• Determine completeness of complaint response and forwards the information to Director for final review. Drafts letters to patients and families and prepare for Director's signature.
• Following the investigation of a complaint/grievance determines the appropriate disposition for that complaint /grievance (resolution, escalation, or response and closure). Works with appropriate internal and external resources to effectuate disposition as necessary. Works within the parameters established by departmental policy.
• Proactively provides education and support to patients, families, visitors, providers, and staff through regular rounding in clinical areas and practice sites. Educates and orients staff regarding the Department of Patient Advocacy and provides other educational opportunities as appropriate.
• Provides accurate and up-to-date complaint and grievance information to the Director on a monthly basis for incorporation into report to Grievance Committee. Reports on directly to the Grievance Committee regarding specific issues or initiatives on an as needed basis.
• Personally escorts patients, employees or families as indicated to the appropriate locations. Provides support to Guest Services as appropriate.
• Organizational Responsibility: No supervisory responsibilities or duties. Orients new employees and may provide guidance to volunteers, students, and support or contract staff.
• Communication: Communication commonly occurs with persons who have similar or different functions inside or outside the organization. May provide problem-solving, education, consultation, or advising to others. Communication often involves complex problem-solving on behalf of service-lines and departments.
• Confidentiality: Accesses, enters and/or updates confidential information as a regular responsibility of the job. Appropriately shares information in performance of job. Makes decisions based on confidential information. Appropriately shares information in performance of job with Director.

Education: High school diploma or GED required, Bachelors preferred.

Experience: One year of experience in a patient care or customer service area. Five (5) years with Service Recovery or Dispute Resolution. 3,000 hours or 50 percent of full-time job duties within the last three years dedicated to healthcare risk management in a healthcare setting or with a provider of services (e.g. consultant, broker, or attorney) to the healthcare industry.

Licensure/Certifications/Registration: Maintains Notary Public designation. CPHRM Certification within one (1) year.

Other Minimum Qualifications:

Effective interpersonal, communication and teamwork skills required.

Must successfully complete orientation.

Demonstrated history of compliance and confidentiality required.

Demonstrated ability to communicate well in challenging situations.

Often communicates with state, legal and other representatives and serves as a front-line contact. Tools used may include but are not limited to Microsoft Word, Power Point, Excel, SMS, SoftMed.

Physical Demands/Hazards: Work is generally performed in an office environment and involves sitting, standing or walking. Light effort is required to carry boxes, office supplies or use light tools. Little exposure to injury or other health hazards.

Recruiter:

Recruiter Email:

For more information, contact the HR Service Center at 1-800-599-2537.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Virgin Pulse
• Discounts on childcare
• Continued education and training

PI280880233