Patient Experience Champion

Wmchealth; City of Kingston (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

WMCHealth's Health Alliance Hospital seeks a Patient Advocate to serve as the liaison between patients, families, visitors and the health system, ensuring patient-centered care aligns with regulatory guidelines and rights.

Under the supervision of the Regional Director, Patient Experience, the role leads complaint management, grievance resolution and service recovery, coordinates family meetings, rounds with clinical teams, and HIPAA education while protecting confidentiality and improving

Qualifications

• Six or more years of experience focusing on patient experience and/or customer service.
• Masters or Bachelor's degree in nursing, counseling, advocacy, or related healthcare discipline.

Responsibilities

• Coordinates family meetings which may include clinical teams offering different medical services when patient/family have concerns regarding diagnosis, plan of care and various treatment options.
• Rounds on patients and serves as a liaison in communicating with clinical team regarding patient and family concerns/complaints and grievances.
• Conducts patient rounds on re-admissions with previous complaint/grievance issues and serves as a liaison to connect the patient's expectations and perspectives with the care team.
• Refers to medical ethics committee for cases that are deemed necessary for consultation.
• Participates in meetings involving clinical disclosure to patient/family which may involve cause of death or any medical intervention.
• Leads the investigation of all patient/family complaints and grievances; and reviews pertinent information, meeting with appropriate staff and managers regarding hospital care and services.
• Maintains proficiency with Patient Rights, HCAHPS, and other regulatory requirements and if requested, can educate others.
• Facilitates comfort care to palliative medical services in cases where appropriate.
• Provides education related to HIPAA (Health Insurance Portability and Accountability Act) to patients and caregivers.
• Works closely with patients/families/guardians of special needs populations to assess individualized needs throughout hospitalization.
• Performs related tasks to ensure the effective and efficient delivery of services.
• Coordinates with colleagues in WMCHealth Patient Experience team to ensure compliance of hospital policies under the purview of Patient Experience including Patient Rights, Language Services, Complaints and Grievances, Visitation and Service Animals.
• Assists with creating reports/dashboards for committee and board reports as needed.

Skills

Customer service

Communication

De-escalation

Bi-lingual ability

Education

Masters or Bachelor's degree in nursing, counseling, advocacy, or related healthcare discipline

Job description

WMCHealth's Health Alliance Hospital seeks a Patient Advocate to serve as the liaison between patients, families, visitors and the health system, ensuring patient-centered care aligns with regulatory guidelines and rights.

Under the supervision of the Regional Director, Patient Experience, the role leads complaint management, grievance resolution and service recovery, coordinates family meetings, rounds with clinical teams, and HIPAA education while protecting confidentiality and improving