Patient Advocate

Davita Inc.; Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

A prominent healthcare provider seeks a Patient Relations Representative to enhance customer service by addressing complaints and ensuring compliance with quality standards. The ideal candidate will hold a Bachelor's degree and have 1-2 years of relevant experience. Strong communication skills and the ability to collaborate with various departments are essential for success in this role.

Qualifications

• Bachelor's degree in a related field is required.
• 1-2 years in service excellence roles.
• Valid driver's license in the State of Maryland.

Responsibilities

• Resolve patient complaints and grievances.
• Ensure department compliance with quality standards.
• Monitor and report improvement areas.

Skills

Verbal communication

Written communication

Fluency in Spanish

Education

Bachelor's degree in Business Management, Hospitality, Healthcare Administration

Tools

Basic computer skills

Job description

General Summary of Position
Ensures that all patients, families and guests receive the best customer service experience by eliminating conflicts, offering coaching, and creating a consistent welcoming experience across all our entry points. Works collaboratively from a leadership level with all functional units, departments and clinics to resolve patient complaints and grievances. Ensures department compliance with The Joint Commission guidelines.

Primary Duties and Responsibilities

Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.

Researches and analyses customer grievances and complaints; and composes appropriate verbal and written responses to resolve their concerns amicably. Escalates to Director of Risk management when needed. Addresses lost belongings complaints as well.

Escalates concerns for claims or serious safety events to the Medical Director of Quality, Risk and Safety.

Identifies areas for improvement and provides/presents detailed recommendation and proposed action plans to Quality and Risk leadership.

Monitors patient relations changes efforts and evaluate metrics.Reviews concerns with patients and families in patient areas, including outpatient settings, inpatient rooms, and the ED.

Follows up directly with patients to ensure that issues have been resolved to their satisfaction.

Performs periodic auditing of complaints and grievances to ensure MFSMC and CMS guidelines compliancy.

Participates in local entity patient experience team meetings and other action committees.*

Participates in meetings and on committees and represents the department and hospital in community outreach efforts

Participates in multi-disciplinary quality and service improvement teams.

Performs other duties as assigned.

Minimum Qualifications
Education

• Bachelor's degree in Business Management, Hospitality, Healthcare Administration, required or
• another related field required

Experience

• 1-2 years 2 years of progressively more responsible job-related experience, ideally in the areas of service excellence. Working knowledge of improvement processes. required

Licenses and Certifications

• DL NUMBER - Driver License, Valid and in State (DRLIC) Valid driver's license in the State of Maryland. required

Knowledge, Skills, and Abilities

• Verbal and written communication skills.
• Basic computer skills preferred.
• Fluency in Spanish a plus.

This position has a hiring range of $23.19 - $40.61