Patient Advocate

CGH Medical Center; United States; On-site; USD 45,000 - 68,000; Full time

Benefits offered by this job

Health and Dental Insurance

IMRF retirement plan

457/401A plan

Paid Time Off

Tuition Reimbursement

Gift Shop Discount

CGH Pharmacy Discount

Vision Center Discount

Job summary

CGH Medical Center is seeking a Nurse Complaint Liaison to respond to patient and family concerns, mediate resolutions, and support corrective actions in a hospital setting. The role emphasizes clear communication, documentation, and adherence to patient rights policies.

The ideal candidate will have an Associate's degree in Nursing (BSN preferred), an Illinois RN license, and at least three years of acute care experience with strong conflict-resolution skills.

Qualifications

• Associate's degree in Nursing required; BSN preferred.
• Must obtain BSN within 2 years of hire.
• Active Illinois RN License required.
• Minimum of three years acute care nursing experience preferred.
• Strong conflict resolution and interpersonal skills desired.

Responsibilities

• Receives complaints from patients or family members.
• Explains the Statement of Patient Rights.
• Listens to complaints and guides discussion with physician or supervisor when needed.
• Assists in presenting facts to hospital representatives.
• Maintains documentation of complaints and resolutions.
• Coordinates service recovery and tracks concerns.
• Acts as liaison in negotiation and settlement of issues.
• Ensures regulatory compliance in grievance processes.

Skills

Conflict resolution

Interpersonal skills

Written communication

Verbal communication

Education

Associate's degree in Nursing

BSN within 2 years of hire

Active Illinois RN License

Tools

Computer literacy

Job description

Shift Days, Salaried Scheduled Weekly Hours 40

POSITION PURPOSE:

Responds to patient/family complaints and concerns, mediates among parties to formulate a response and helps implement corrective action as needed.

ESSENTIAL FUNCTIONS:

• Receives complaints from patients or family members.
• Explains the "Statement of Patient Rights.".
• Listens to complaint and asks if the matter has been discussed with a physician or supervisor.
• If not, urges the patient or family member to discuss the matter at that level as a first step.
• Provides assistance with presenting facts to the appropriate hospital representatives.
• Receives reports on unresolved complaints from both patient and hospital representatives directly.
• Listens to complaints, documents details, and reads back to the patient (or representative) the essence of the complaint.
• Asks what resolution is sought and tries to develop an acceptable settlement of the complaint in line with hospital policy and requirements of the law.
• Counsels with supervisors and managers who see a problem developing, offering suggestions to resolve the potential complaint at an early stage.
• Works with supervisors and management to modify hospital practices that seem to cause repeated complaints.
• Interacts directly with the public, medical staff and all other professional and support personnel regarding patient concerns and complaints, conducts investigations-working toward resolution and documents process and outcomes.
• Acts as Hospital liaison in the negotiation and settlement of a potential or existing, minor claim.
• Red flags to the Director of Health Law incidents, causes of dissatisfaction and negative attitudes that may lead to actions against the Hospital.
• Participates with the department managers in an effort to track and trend concerns and their impact on service delivery.
• Provides department managers complaint data.
• Responsibility for ongoing regulatory compliance in regard to the grievance resolution process.
• Coordinates Service Recovery program.

SPECIALIZED KNOW-HOW & REQUIREMENTS:

• Associate's degree in Nursing required; Bachelors preferred.
• Must obtain BSN within 2 years of hire.
• Active Illinois RN License required.
• Minimum of three (3) years acute care nursing experience in a hospital setting strongly preferred.
• Excellent conflict resolution, interpersonal, written, and verbal skills strongly preferred.
• Computer literacy including operation and software application use preferred.

Compensation Range $45,482.67 - $68,224.00

Available Benefits for Benefit Eligible Positions:

• Health and Dental Insurance
• IMRF (Illinois Municipal Retirement Fund)
• Retirement Fund (457 and 401A Plan)
• Medical and Dependent Care Flexible Spending
• Life Insurance
• Short and Long Term Disability
• Optional Insurances
• Paid Time Off
• Tuition Reimbursement and Loan Forgiveness
• Gift Shop Discount
• CGH Day Care Discount
• CGH Dietary Discount
>
• Employee Assistance Program
• CGH Pharmacy Discount
• CGH Vision Center Discount

Thank you for your interest in a career at CGH Medical Center. Extraordinary care. Extraordinary service. Extraordinary people. Since 1909, CGH Medical Center has been serving Sterling, Rock Falls and the surrounding communities with exceptional quality healthcare. Through the years, there’s been one constant, the passion of our employees for making a difference. As part of CGH, you’ll join a team that’s focused on delivering the best health care and patient experience for all of the communities we serve. From our hospital and Main Clinic to our 16 outlying clinics, our physicians and employees are dedicated to providing high-quality healthcare to our patients, friends and family with outstanding skill and heartfelt compassion.