Job Description

St. Francis is NOW HIRING!! Join our Quality Assurance/Risk Management Team as our Patient Advocate!!

If you are an LPN or RN looking to step out of bedside nursing but still impact patients, THIS is the position for YOU!

Working hours are Monday through Friday normal business hours.

As the Patient Advocate you will work to establish a mechanism for the positive resolution of customer complaints as well as a tracking mechanism for the problem identification and resolution.  Ensure hospital achieves industry-leading patient customer service and patient satisfaction,

Additionally, you will:

• Communicates information to all individuals involved effectively and accurately and communicates professionally.
• Greets employees, physicians and visitors professionally and pleasantly.
• Visit newly admitted patients daily and speak to patients and family regarding their experience to ensure standards for cleanliness, communication, kindness, professionalism and service are being met.
• Visit every waiting area daily to ensure that each outpatient is updated regularly (at least every 30 minutes) by hospital staff regarding expected remaining wait time.
• Conducts short informal in-house written surveys with patients and families during hospital stay and provides written follow-up to them regarding any actions taken or further needs.
• Coordinates with staff to solve any problems regarding patient service or patient satisfaction; focusing especially on potential “high-risk” patients in order to reinforce sound risk management.
• Answers incoming telephone calls promptly in a pleasant and professional manner.
• Utilizes good telephone and interpersonal skills when receiving complaints or compliments.
• Maintains strict confidentiality of all information pertaining to the patient advocate matters.
• Attempts immediate resolution of complaints received in person or by telephone or, as necessary refers to the Department Manager via the Complaint Tracking Form.
• Reports significant findings to the Director of Risk Management immediately, reports summary findings to Director of Risk Management regularly.
• Keeps updated files on interactions and correspondence.  Maintains files so they are always current and orderly.
• Shows initiative to organize work as see that projects are carried out in a timely manner.
• Creates a supportive climate for customers by allowing them to express themselves, addressing their concerns as being real and encouraging two-way communication.
• Ensures the patients’ rights to fair equitable treatment, self-determination, individuality, privacy, and civil rights are well established an maintained at all time as directed by the CEO.
• Serves as liaison between patients and hospital administration to assure satisfaction with hospital services.
• Assists with Patient and Family Advisory Council. 
• Other duties as assigned.

Qualifications

• Associates Degree in Nursing, Graduate of a Practical Nursing Program, or Bachelors Degree in Health Science field
• BLS – required upon hire and continuously thereafter.
• ALS – required within 6 months of hire and continuously thereafter.
• CPPS – with one year of hire and continuously thereafter.
• Requires critical thinking skills, decisive judgement, and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

At  ScionHealth , we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

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