What are the responsibilities and job description for the Patient Advocate position at Midwest Express Clinic?
Overview
About the Company Midwest Express Clinic is the “Best in the Midwest” when it comes to your health care needs. We provide a convenient alternative to an ER visit or doctor’s appointment for illnesses and injuries that are urgent but not emergent. We are one of the fastest growing urgent care chains in the Midwest, with 50 locations betweenthe Chicagoland and Northwest Indiana area since our doors opened in 2012. Job Summary
The Patient Advocate serves as a liaison or bridge to address patient complaints/grievances through a prompt investigation process that requires timely documentation as mandated by law, regulations, and accreditation standards. Through providing exemplary customer service, the Patient Advocate identifies concerns and that arise during the Patient’s experience with Midwest Express Clinic and works directly with various members of the Management and Clinic teams to solve problems with the goal of facilitating a positive patient experience. This is a full-time, non-exempt, on-site position, with working locations in the Company’s West Loop offices or one of the Clinic locations in the Chicagoland market.
Responsibilities
Responsibilities
- Uses the Acknowledge, Introduce, Duration, Expectation, and Thank you (AIDET) communication model to provide empathetic, non-judgmental, supportive active listening and interactions that promote respect for a patient or representative.
- Remains calm and poised when working with challenging individuals, discussing sensitive or emotional subject matter, or in response to unsolicited provocation.
- Follows Hear, Empathize, Apologize, Respond, and Thank you (HEART) as the standard service recovery communication model.
- Is mindful of cultural, gender, and religious/spiritual perspectives that may influence the patient’s perspective on illness, the treatment plan, and healthcare.
- Thoroughly investigates grievances based on CMS guidelines and the system-wide policy.
- Partners across the organization for service recovery (patient satisfaction) and improvements.
- Effectively communicates and collaborates with various healthcare teams and leaders to promote behaviors of excellence and safe quality compassionate care.
- Uses patient feedback to identify trends and recommends policy, procedure, and service improvements.
- Uses interpreter services for non-/limited English, and deaf/hard of Hearing patients or representatives.
- Educates caregivers and patients on Patient Rights and Responsibilities.
- Provides clear, concise, timely, and well-written communication and documentation.
- Performs other duties as assigned.
Qualifications
Qualifications
- High school diploma/GED required. Associate degree in Social Work, Psychology, or a related field preferred;
- OR Equivalent healthcare experience as an interdisciplinary team member.
- Knowledge of the Patient Bill of Rights, HIPAA, Conflict Resolution, De-escalation Techniques, Negotiation Strategies and/or Problem Solving.
- Ability to use Microsoft Office (Word and Outlook)
- Bilingual (Spanish or Polish) a plus
- Experience working with electronic health systems and databases, experience with Experity a plus.
- Demonstrated knowledge of and ability to effectively and efficiently deescalate situations and practice service recovery
- Demonstrated excellence in interpersonal skills and conflict resolution
