Patient Advocate

Erlanger Health System; Danville (PA); On-site; USD 45,000 - 55,000; Full time

Job summary

Geisinger Behavioral Health Danville is seeking a Patient Advocate to champion patient rights, support families during treatment, and address concerns with empathy. The role focuses on fostering a positive patient experience and coordinating care in a behavioral health setting.

You will facilitate grievance processes, collaborate with staff to resolve issues, and maintain logs while ensuring timely responses and safety for patients and families.

Qualifications

• High school diploma or equivalent required. Associate or Bachelor's degree in a clinical field preferred.
• Experience in customer service or risk management preferred.
• Experience with behavioral health patients preferred.

Responsibilities

• Facilitate patient/family grievance process and communicate resolutions to complainants.
• Collaborate with staff to develop acceptable resolutions to complaints.
• Identify process deficiencies affecting patient rights or safety.
• Maintain complaint and grievance logs up to date.
• Collaborate with risk department and managers to address patient concerns promptly.
• May participate in new hire orientation on patient safety and advocacy.
• Identify critical customer service needs and discuss with supervisor and medical staff.
• Coordinate patient satisfaction survey process for completion.
• Participate in Patient Experience Team.
• Coordinate a patient/family advisory council as appropriate.
• Serve as liaison with families to assist in coordination of care.
• Perform other duties as assigned.

Skills

Customer service

Risk management

Patient advocacy

Education

High school diploma or equivalent

Associate or Bachelor's degree in a clinical field

Job description

Overview

Are you passionate about helping others and ensuring every voice is heard? Geisinger Behavioral Health Danville is seeking a Patient Advocate to champion patient rights, support families during treatment, address concerns with empathy, and help foster a positive patient experience. Join our team and make a lasting impact on the lives of those we serve!

Responsibilities

ESSENTIAL FUNCTIONS

• Facilitate patient/family grievance process to include processing the complaint, forwarding to the appropriate manager and communicating the resolution to the complainant for resolution purposes.
• Collaborate with appropriate staff to develop acceptable resolutions to potential complaints.
• Identify process deficiencies that result in possible threats to patient rights or patient safety.
• Maintain the complaint and grievance logs up to date.
• Collaborate with risk department and department managers to ensure patient concerns are dealt with in a timely and appropriate manner.
• May participate in new hire orientation on educating staff on patient safety and advocacy
• Identify critical needs with regard to customer service and discuss with supervisor and medical staff.
• Coordinate patient satisfaction survey process for completion.
• Participate in Patient Experience Team.
• Coordinate a patient/family advirsory counsel as appropriate.
• Serve as a liason with families to assist in the connection and coordination of care.

OTHER FUNCTIONS

• Perform other functions and tasks as assigned.

Qualifications

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

• High school diploma or equivalent required. Associate or Bachelor's degree in a clinical field preferred.
• Experience in customer service or risk management preferred.
• Experience with behavioral health patients preferred.

LICENSES/DESIGNATIONS/CERTIFICATIONS

• CPR and de-escalation/restraint certification required (training available upon hire and offered by facility).
• First aid may be required based on state or facility.

ADDITIONAL REGULATORY REQUIREMENTS

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technological developments) dictate.

We are committed to providing equal employment opportunities to all applicants for employment regardless of an individual’s characteristics protected by applicable state, federal and local laws.

GBDAN