Patient Advocate

Trinity Health Urgent Care; Grand Rapids (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Trinity Health Urgent Care is seeking a Patient Advocate to coordinate patient complaints and improve service delivery. This full-time role requires a healthcare background, strong communication skills, and the ability to work with various departments to ensure patient satisfaction and compliance with standards.

Qualifications

• One year of healthcare experience required.
• Experience in risk management or claims management preferred.

Responsibilities

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

Skills

Communication

Presentation skills

Team leadership

Multi-tasking

Education

Associate's degree or Paralegal

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

Certification in Quality, Customer Service, Risk Management, or Paralegal

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 multidisciplinary 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
• 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, adult education, team leadership skills, and multi-tasking abilities preferred.

What the Patient Advocate will do:

• Coordinates and administers systems for patient complaints and grievances, risk identification, investigation, and reduction.
• Maintains a patient complaint database. Shares data with multiple departments and leadership regularly. Prepares reports for committees, including the Board of Trustees, regarding complaints and resolutions.
• Assists in developing Non-clinical Risk Management policies and procedures. Participates in committees related to improving patient care, safety, security, and risk management issues.
• Helps ensure departmental compliance with CMS patient complaint and grievance standards. Conducts educational programs on service recovery and grievance resolution.
• Utilizes computer-based error and event reporting systems. Collaborates with Clinical Quality and Risk Management specialists to measure system effectiveness.

Our Commitment to Diversity and Inclusion

Trinity Health, one of the largest non-profit Catholic healthcare systems in the nation, is committed to diversity, equity, and inclusion. Our workforce reflects our diverse community, and we believe an inclusive environment enhances the care we provide. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.