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 to ensure they are receiving excellent service. Core values and consideration are the cornerstones of patients’ rights.
The Patient Advocate will investigate and manage complaints by patients, their families, visitors, MCMC colleagues and other healthcare consumers and work with all necessary parties toward resolution. They will document their investigation in the Patient Database. The Patient Advocate/Representative will comply with federal regulations from HIPAA, CMS guidelines and various patients’ rights law.
An advocate is called upon to intervene in crisis situations and negotiate resolutions between conflicted parties. An advocate operates within an ethical construct, seeks to promote the interest of the patient first and foremost, and then seeks to promote relationships between colleagues and patients and provide service recovery. 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 Mercy Catholic Medical Center and it's vision of Service Excellence.
The Patient Advocate will work closely with the nursing leadership, physician, nursing staff and other clinical and non-clinical members of the Mercy Catholic Medical Center team to investigate all complaints with the intent of resolution. Chaplains may be called in to discuss underlying spiritual or emotional issues with the patient and/or nurse.
It will be the job of the advocate/representative to see all complaints and grievances through the close of the case and that the proper communication to the complainant is provided by CMS guidelines.
Patient Advocate will be pivotal in providing colleagues with opportunities to participate in service recovery efforts that will provide a unique touch to the patient/patient loved ones. Patient Advocate will be a face of excellence and will lead by example through use of Compassion and diligence. Patient Advocate will be pivotal in the growth of the Heart of Mercy through it's three pillars: Service to our Patients, Service to our Community, and Service to Ourselves.
Requirements:
Required Associate's Degree within healthcare (i.e. social work, care management, leadership)
Preferred Bachelor’s Degree as evidence of ongoing education.
One – two years experience in a healthcare setting preferred.
Good judgment and sensitivity to people and their needs. Exceptional communications skills with a sound ability to resolve conflicts.
Balanced judgment in assessing and resolving problems, complaints or other patient and hospital staff concern involving patient related issues.
Strong organizational and follow-up skills as well as initiative and the ability to lead others.
Basic knowledge of computers and the ability to learn Excel, Word, and Internet Use. Database management
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.