Patient Advocate

Beth Israel Deaconess Hospital-Plymouth; Plymouth; On-site; GBP 25,000 - 35,000; Part time

Job summary

An established industry player is seeking a dedicated Patient Advocate to enhance service excellence and patient satisfaction. In this part-time role, you'll facilitate complaint resolution and provide emotional support to patients and families. Your strong interpersonal and analytical skills will be vital in communicating effectively with various stakeholders and ensuring compliance with healthcare regulations. Join a team committed to improving patient experiences and fostering a culture of service excellence. This is a unique opportunity to make a meaningful impact in the healthcare sector while working flexible hours.

Qualifications

• Bachelor's degree required; healthcare-related preferred.
• Strong customer service and interpersonal skills.

Responsibilities

• Facilitates resolution of complaints and documents information.
• Communicates with patients, visitors, and staff to ensure compliance.
• Supports patient satisfaction and service programs.

Skills

Customer Service

Interpersonal Skills

Analytical Skills

Communication Skills

Presentation Skills

Knowledge of Healthcare Regulations

Education

Bachelor's Degree

Healthcare-related Degree

Tools

Windows

Microsoft Applications

Job description

Join to apply for the Patient Advocate role at Beth Israel Deaconess Hospital-Plymouth

Job Type: Regular

Time Type: Part time

Work Shift: Day (United States of America)

FLSA Status: Exempt

Part Time - 16 hours a week, two 8-hour shifts, 8am-4:30pm.

The Patient Advocate will support service excellence, complaint/grievance management, and patient satisfaction initiatives. Responsibilities include investigating, resolving, documenting, and reporting patient and visitor complaints, and providing staff with strategies to improve service outcomes.

Reports to: Patient Relations Manager

Job Description:

Duties and Responsibilities:

1. Facilitates resolution of complaints and documents information into hospital database.
2. Ensures compliance with regulations regarding complaint investigations.
3. Conducts rounds to assess satisfaction, safety, and recovery.
4. Communicates with patients, visitors, physicians, and leadership to ensure policy compliance.
5. Interacts positively with staff to improve customer service.
6. Assists with implementation of regulations and quality programs.
7. Supports patient satisfaction and service programs.
8. Creates educational programs for staff.
9. Supports proactive service recovery efforts.
10. Provides emotional support and facilitates access to resources for patients and families.
11. Coordinates family meetings for grievances.
12. Reports findings and recommendations to leadership.
13. Participates in policy development and service excellence initiatives.

Knowledge, Skills, and Abilities:

• Strong customer service and interpersonal skills.
• Excellent analytical, communication, and presentation skills.
• Proficient in Windows and Microsoft applications.
• Ability to work independently and as part of a team.
• Ability to handle difficult situations with tact and diplomacy.
• Knowledge of healthcare regulations and patient rights.

Experience:

Supporting culture change, service initiatives, process improvement, and project management.

Education:

Bachelor’s degree required; healthcare-related preferred.

Additional:

De-escalation training preferred. All staff must be vaccinated against influenza and COVID-19.