Patient Advocate | Full-Time | Leesburg Hospital

UF Health Central Florida; Leesburg (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

UF Health Central Florida is seeking a Patient Experience Advocate to support and enhance the patient experience by proactively acting on behalf of patients and families. You will investigate, document, and report compliments, complaints, and grievances to ensure concerns are heard and addressed promptly.

The role will develop and participate in patient experience initiatives, serve as an information resource and dispute-resolution facilitator, and provide input to unit managers on policy and

Qualifications

• Protect confidentiality and deliver strong customer service.
• Ability to relate to people of diverse backgrounds with tact and diplomacy.
• Excellent interpersonal and negotiating skills across functional lines.
• Group facilitation is highly desirable.
• Knowledge of CMS CoP and Joint Commission standards for patient complaints and grievances.
• Proficiency in Word, Excel, PowerPoint; ability to learn job-specific apps quickly.

Responsibilities

• Investigate, resolve, document and report patient, family, and visitor concerns.
• Promote and participate in patient experience initiatives across the hospital.
• Serve as a trusted information resource and dispute-resolution facilitator.
• Provide input to unit and departmental managers on policy and practice changes to protect patient rights.

Skills

Interpersonal skills

Negotiation

Team player

Conflict resolution

Customer service

Group facilitation

Communication

Confidentiality

Education

Bachelor's degree

Tools

MS Office

Job description

Overview

The Patient Experience Advocate supports, and enhances, the patient experience by proactively acting on the patient/families behalf. The Patient Experience Advocate assures that concerns or perceptions about quality of care and/or service, delivered by any member of the UF Health Shands team, are heard in a timely fashion, and addressed appropriately. The Patient Experience Advocate will achieve this by investigating, resolving, documenting and reporting organizational-specific patient, family, and visitor compliments, complaints, and grievances. The Patient Experience Advocate will develop, implement, and participate in patient experience initiatives related to the Hospital. The Patient Experience Advocate will serve as a trusted and informal information resource, communication channel facilitator, consultant and practitioner for dispute resolution. The Patient Experience Advocate will seek fair and equitable solutions to patient-care giver problems, will suggest dispute resolution processes for addressing and managing conflicts, and provide input to unit and departmental Managers on policy, procedural and practice changes to maintain patient rights. The Patient Advocate promotes effective relationships/communication between patients and caregivers.

Qualifications

Education requirements

• Bachelor's degree in a healthcare, business or a related field is required.


• Five years of verifiable experience as a Patient Advocate in an academic health center will be considered in lieu of the degree requirement.

The following core competencies are required

• High regard for protecting confidentiality of patient and corporate information; demonstrate strong customer service skills; ability to relate to people of diverse backgrounds, training and experience; able to address difficult, awkward situations with tact and diplomacy; ability to handle angry people constructively, a high energy level.


• Excellent interpersonal and negotiating skills with the ability to influence across functional lines required.


• Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.


• The ability to facilitate groups is highly desirable.

The following experience or knowledge is highly desirable

• Three years of recent experience in an acute care hospital facility; knowledge of CMS CoP regulations and The Joint Commission standards for patient complaints and grievances; medical terminology; knowledge of service improvement methodologies.


• Computer skills must include proficiency in Microsoft Word, Excel, and Power Point and an ability to rapidly learn job specific applications

Employees in this position: Will not operate vehicles for an assigned business purpose NOTE: A frequent driver is defined as one who uses his/her personal or Shands automobile a) at least once daily, b) at least five individual trips per week or c) drives, on average, over 150 miles per week in the performance of his/her job. Please indicate the appropriate operator designation on the Request for Personnel (RFP) form at the time a RFP is submitted to post the position.