Patient Advocate Manager

Nexus Health Systems; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Nexus Health Systems in Houston seeks a Patient Advocate to assist in investigating and resolving patient and visitor concerns and compliments.

The role requires healthcare exposure, strong analytical and communication skills, and proficiency with Microsoft Office and EHR systems. The incumbent will lead patient experience initiatives and support the Patient Experience Committee.

Qualifications

• Bachelor's Degree preferred.
• High school diploma or equivalent required.

Responsibilities

• Investigates and documents efforts to resolve patient/family concerns and reports to Director of Quality.
• Develops and participates in customer service and patient relations initiatives.
• Conducts assessments of facility performance in service and resolution, and develops initiatives to improve perception.
• Develops reports or score cards for staff and leaders on service goals.
• Responds to suggestions and compliments from patients/families and provides positive reinforcement to staff.
• Conducts rounding for new admissions to initiate positive communication opportunities.
• Documents patient/visitor concerns and composes professional correspondence per grievance procedures.
• Coordinates interventions/services with the care team to ensure positive patient/family relations.

Skills

Analytical skills

Communication skills

Presentation skills

Microsoft Word

Microsoft PowerPoint

Cloud-based email

EHR navigation

Education

Bachelor's Degree

High school diploma or equivalent

Tools

Microsoft Word

Microsoft PowerPoint

Cloud-based email

Job description

Position Summary

Reporting to the Director of Quality, the Patient Advocate assists in the investigation and resolution of specific patient/ visitor concerns and compliments.

Position Summary

Reporting to the Director of Quality, the Patient Advocate assists in the investigation and resolution of specific patient/ visitor concerns and compliments.

Job Specific Responsibilities

• Investigates and documents efforts to resolve specific patient/ family concerns and reports this information to the Director of Quality, and other leadership as appropriate, in a timely manner.
• Develops, implements and participates in various customer service and patient relation initiatives at the facility.
• Conducts fundamental assessments of facility performance in service, resolution, feedback and develops, plans, and carries out initiatives to improve perception and other targeted areas.
• Develops a report or score card for facility staff and leaders in identified Service goals.
• Responds to suggestions and compliments submitted by patients or family members and provides positive reinforcement to involved staff.
• Conducts rounding for new admits or other patients/ family members where appropriate in order to initiate positive and open communication opportunities.
• Document patient/ visitor concerns following internal procedures. Compose professional correspondence to patients, visitors in accordance with facility grievance procedures.
• Coordinate interventions/ services with applicable team members to ensure positive patient/ family relations, and as advised by Director of Quality or Corporate Risk leadership.
• Identify systems-related problems or patterns and work collaboratively with physicians, administrators, and staff to resolve.
• Utilize organization’s electronic systems and platforms to quickly resolve complaints, plan daily activities and follow up accordingly, including navigating health records and pulling daily census reports.
• Analyze and present complaint and grievance data on a regular basis, and participate in committees, work groups, or process improvement teams that improve patient satisfaction.
• Lead Customer Service Training for staff as needed.
• Lead patient/ family experience meetings.
• Educate patients, families, and community members about NCH through private discussions and community events/engagements, where indicated.
• Leads the Patient Experience Committee.
• Willingness to attend community organizations and represent Nexus to enhance the patient experience.
• Make recommendations for improvements in operational processes to improve the patient experience.
• Liaisons with Leadership and treatment team members ensure any positive or negative feedback from patients, families, or other stakeholders as needed.
• Assists with special projects at the facility as direct by the supervisor to improve processes.
• Exhibits professional, positive demeanor to patients and relevant parties, offering constructive communication, cooperation, and assistance to ensure a satisfactory outcome of the patient's treatment.
• Performs other duties as assigned.

Education

POSITION QUALIFICATIONS:

• Bachelor's Degree preferred, High school diploma or equivalent required.

Experience

• Six (6) months’ healthcare experience required, preferably six (6) months working in a Quality, Patient Advocacy or Patient Experience role.
• Excellent analytical skills, including analysis, planning, organizing and troubleshooting.
• Must be proficient in Microsoft Office Suite, including Word, PowerPoint, and cloud-based email and able to adopt, utilize, and improve upon departmental procedures.
• Ability to navigate an electronic health record and interpret information.
• Good oral and written communication skills and presentation skills.
• Adaptability and ability to work independently.

Licensure/Certification

• Basic Life Support certification, or ability to complete before hire.
• Successful completion of internal behavioral management and de-escalation techniques training as required by the facility (SAMA) within 90 days of hire and maintain annually.
• Board Certified Patient Advocate (BCPA) credential, or willingness to achieve within 12 months of hire.