Patient Advocate

Kindred Healthcare; Columbus (GA); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Advocate to join their Quality Assurance/Risk Management Team. This role is perfect for LPNs or RNs looking to transition from bedside nursing while still making a significant impact on patient care. You will be responsible for resolving customer complaints, ensuring high standards of patient service, and fostering a supportive environment for patients and families. If you have strong critical thinking skills and a passion for patient advocacy, this is the opportunity for you to thrive in a rewarding and dynamic setting.

Qualifications

• Associates or Bachelor's degree in nursing or health science required.
• BLS and ALS certifications are mandatory upon hire.

Responsibilities

• Resolve customer complaints and ensure patient satisfaction.
• Communicate effectively with patients, families, and staff.

Skills

Critical Thinking

Decisive Judgment

Interpersonal Skills

Communication Skills

Education

Associates Degree in Nursing

Bachelor's Degree in Health Science

Practical Nursing Program

Tools

BLS Certification

ALS Certification

CPPS Certification

Job description

St. Francis is NOW HIRING!! Join our Quality Assurance/Risk Management Team as our Patient Advocate!!

If you are an LPN or RN looking to transition from bedside nursing but still impact patient care, THIS is the position for YOU!

Working hours are Monday through Friday during normal business hours.

As the Patient Advocate, you will work to establish mechanisms for the positive resolution of customer complaints and a tracking system for problem identification and resolution. Your goal is to ensure the hospital achieves industry-leading patient customer service and satisfaction.

Additionally, you will:

• Communicate information effectively and professionally to all involved parties.
• Greet employees, physicians, and visitors in a professional and pleasant manner.
• Visit newly admitted patients daily, speaking with patients and families about their experience to ensure standards for cleanliness, communication, kindness, professionalism, and service are met.
• Visit each outpatient waiting area daily to ensure updates are provided at least every 30 minutes regarding expected wait times.
• Conduct informal surveys with patients and families during their hospital stay and provide written follow-up on actions taken or further needs.
• Coordinate with staff to resolve issues related to patient service or satisfaction, focusing on high-risk patients to reinforce risk management.
• Answer incoming calls promptly, maintaining a pleasant and professional tone.
• Handle complaints and compliments with good interpersonal skills.
• Maintain confidentiality of all patient advocate matters.
• Resolve complaints immediately when possible; otherwise, refer to the Department Manager via the Complaint Tracking Form.
• Report significant findings to the Director of Risk Management immediately and provide regular summaries.
• Keep updated and organized files on interactions and correspondence.
• Organize work proactively to ensure timely project completion.
• Create a supportive environment for patients by encouraging open communication and addressing concerns.
• Uphold patients’ rights to fair treatment, privacy, and civil rights as directed by the CEO.
• Serve as a liaison between patients and hospital administration to ensure satisfaction.
• Assist with the Patient and Family Advisory Council.
• Perform other duties as assigned.

Qualifications

• Associates Degree in Nursing, Practical Nursing Program, or Bachelor's Degree in Health Science.
• BLS certification required upon hire and ongoing.
• ALS certification required within 6 months of hire and ongoing.
• CPPS certification with one year of hire and ongoing.
• Strong critical thinking, decisive judgment, and ability to work independently.
• Ability to work effectively in stressful situations and take appropriate actions.

At ScionHealth, we empower our caregivers to excel. We value every voice by caring deeply for patients and teammates. We foster courage by embracing challenges and curiosity by questioning and innovating. Together, we build our culture by living our values daily.