Patient Advocate Sr

Jefferson Health; Philadelphia (Philadelphia County); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Advocate to enhance the hospital experience for patients. This role focuses on ensuring patient rights and dignity, promoting effective communication between staff and patients, and resolving complaints with empathy and professionalism. The ideal candidate will possess strong interpersonal and communication skills, along with a commitment to patient advocacy. Join a team that values diversity and strives to create a supportive healthcare environment for all individuals. If you have a passion for helping others and a background in service-oriented roles, this opportunity is perfect for you.

Qualifications

• 3+ years in a service-oriented role, ideally in healthcare.
• Strong mediation and crisis intervention abilities.

Responsibilities

• Manage and resolve patient complaints and concerns.
• Proactively communicate with patients and families.
• Document interactions in the electronic feedback system.

Skills

Interpersonal Skills

Communication Skills

Conflict Resolution

Crisis Intervention

Computer Proficiency

Education

Associate Degree

Job description

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Job Description

The Patient Advocate is charged with helping a patient's hospital journey go as smoothly as possible by acting in the best interest of the patient. Dignity, respect, and consideration are the cornerstones of patients' rights. The advocate operates within an ethical construct, seeks to promote the patient's interest first and foremost, and then promotes relationships between staff and patients. These efforts lead to a more positive and individualized healthcare experience, recognizing the diversity and uniqueness of each person. The advocate proactively communicates and demonstrates the concern and responsiveness of the patient advocacy service and provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs. The Patient Advocate requires providing service to all age populations—from infants to frail elderly—in a manner that demonstrates an understanding of the functional/developmental age of the individual served.

Essential Functions

1. Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
2. Investigates and manages complaints by patients, their families, visitors, staff members, and other healthcare consumers and works with all necessary parties toward a complaint's resolution.
3. Complies with federal regulations from HIPAA, CMS guidelines, and various patients' rights laws.
4. Intervenes in crises and negotiates resolutions between conflicted parties.
5. Proactively rounds on patients and families while in the hospital.
6. Works closely with the nurse manager, physicians, nursing staff, and other clinical and non-clinical members to investigate and resolve complaints or situations.
7. Documents all complaints, grievances, and interactions in the electronic feedback system and supports Quality and Safety efforts.
8. Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Must possess self-motivation, excellent interpersonal and communication skills. Letter writing samples are required at application.
• Demonstrated mediation, conflict resolution, and crisis intervention skills are required.
• Computer proficiency in word processing and applications necessary for department procedures.

Qualifications

Education: Associate Degree

Experience: Three years of experience working in a service-oriented organization, preferably in a healthcare setting.

Work Details

Work Shift: Day shift (United States of America)

Worker Sub Type: Regular

Location

2301 South Broad Street, Philadelphia, Pennsylvania, United States of America

About Jefferson

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, disability, or any other protected group or status.