The Patient Advocate functions as a resource and liaison between the patient, the hospital, and medical practices. The advocate will ensure patients’ rights are respected and provide a channel for appropriate hand off for investigation of complaints to provide immediate resolution.

Specific Duties Could Include:

• Facilitates the service recovery process within the hospital by responding to complaints and concerns while acting within scope to immediately hand off clinical and family investigations to the appropriate individual.

• Proactively rounds daily in the Emergency Department and assigned inpatient areas on new admissions while establishing rapport with the patient and family to learn what is important to the patient in their hospital experience and their preferences.

• Facilitates the investigation of reported lost belongings.

• Facilitates and attends (if asked by family or staff) multi-disciplinary family meetings to address patient and family concerns.

• Appropriately enters complaint/grievance into the documentation system within the expected timeframe of one business day.

  Qualifications:

• Bachelor’s degree is required in Human Services, Customer Service, or Public Relations. Healthcare background preferred.

• Empathy and compassion

• Organizational Skills