Patient Advocate

Saint Joseph Mercy Health System; Grand Rapids (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading healthcare organization seeks a Patient Advocate to serve as a liaison for patients, managing complaints and ensuring quality service. The role involves coordinating complaint processes, collaborating with diverse teams, and advocating for patient interests, requiring strong communication skills and healthcare experience.

Qualifications

• Requires an Associate's degree or Paralegal certification.
• One year of healthcare experience.
• Preferred experience in risk management or quality improvement.

Responsibilities

• Coordinates and administers systems for patient complaints and grievances.
• Maintains a patient complaint database.
• Assists in developing non-clinical Risk Management policies.

Skills

Communication

Presentation Skills

Team Leading

Education

Associate's degree

Paralegal certification

Bachelor's degree in business, legal, communication, or risk management

Job description

Employment Type:

Full time

Shift:

Day Shift

Description:

Position Summary:

Serves as a liaison/mediator between customer groups and the health system. Coordinates the complaint process, provides a communication channel for patient/families, and seeks effective and timely resolution of customer issues, concerns, and needs. Collaborates with multi-disciplinary team members from Risk Management, Clinical Quality Management, and Billing Services, advocating for patient interests as appropriate. Tracks service delivery lapses, maintains records, and provides clerical support.

What the Patient Advocate will need:

• Associate's degree or Paralegal certification
• Bachelor's degree in business, legal, communication, or risk management preferred
• Certification in Quality, Customer Service, Risk Management, or Paralegal
• One year of healthcare experience
• Preferred: Previous experience in risk management, claims management, quality improvement, or teaching. Medical office operations experience preferred.
• Experience using computer systems for documentation and analysis of safety and risk management data. Must be self-motivated with strong communication and presentation skills. Ability to deal effectively with all levels of hospital and medical office staff.
• Database management, teaching adult learners, team leading skills, and the ability to handle multiple tasks efficiently preferred.

What the Patient Advocate will do:

• Coordinates and administers systems for patient complaints and grievances, risk identification, investigation, and reduction.
• Helps maintain a patient complaint database. Shares data with multiple departments and leadership regularly. Prepares reports for various committees, including the Board of Trustees, regarding complaints and resolutions.
• Assists in the development of non-clinical Risk Management policies and procedures. Participates in select committees related to improving patient care, organizational safety, security, and resolving risk management issues.
• Aids leadership in departments to comply with CMS patient complaint and grievance standards. Helps conduct educational programs related to service recovery and grievance resolution.
• Utilizes computer-based error and event reporting systems. Collaborates with Clinical Quality Management and Clinical Risk Management Specialists to measure the effectiveness of systems continually.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on our Mission and Core Values, we prioritize diversity, equity, and inclusion in all we do. Our colleagues' varied experiences, customs, abilities, and talents enrich our community. A diverse and inclusive workforce ensures accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status by law.