Patient Experience Advocate | Full-Time

UF Health; Jacksonville (FL); On-site; USD 42,000 - 66,000; Full time

Job summary

UF Health seeks a Patient Experience Advocate to proactively support patients and families by addressing concerns about care and service. You will investigate, document, and report feedback, and participate in initiatives to enhance the overall patient experience.

The role requires 3–5 years of relevant experience and a HS diploma or GED, with preferred placements for an Associate's or Bachelor's degree. You will communicate with care teams and leadership to promote patient rights and resolution

Qualifications

• Three to five (3-5) years professional experience in human services.
• High School Diploma or GED required.
• Preferred: Associate's or Bachelor's Degree.

Responsibilities

• Advocate for patients and families and address concerns or complaints.
• Investigate, document and report patient, family and visitor feedback.
• Develop and participate in patient experience initiatives.
• Serve as a resource and facilitate dispute resolution with staff and managers.
• Provide input to unit and departmental leaders on policy and practice changes to improve patient rights.

Skills

Judgment and diplomacy

Conflict resolution

Written and verbal communication

Problem solving

Record-keeping

Stress management

Positive attitude

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Job description

Overview

The Patient Experience Advocate supports and enhances the patient experience by proactively advocating on the behalf of the patient and their family. The Patient Experience Advocate ensures that concerns or perceptions about quality of care and/or service 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 or caregiver 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.

Qualifications

Required Education:

• High School Diploma or GED

Preferred Education:

• Associate's or Bachelor's Degree.

Necessary Skills:

• Ability to make judgments, exercise diplomacy and tact and to understand the complexities of the institution.
• Conflict resolution.
• Good written and verbal communication skills.
• Problem solving ability.
• Ability to keep accurate records.
• Ability to cope with pressures and stress.
• Positive mental outlook.

Required Experience:

• Three to five (3-5) years professional experience in human services.

Preferred Experience:

• Knowledge of CMS CoP regulations and The Joint Commission standards for patient complaints and grievances, medical terminology, and knowledge of service improvement methodologies.