What are the responsibilities and job description for the Patient Experience Advocate Full Time position at Oaklawn Hospital?
POSITION TITLE: Patient Experience Advocate
DEPARTMENT: Quality Improvement
FLSA STATUS: Exempt
REPORTING RELATIONSHIP: Director, Quality, Safety, Risk
Job Summary:
Coordinate patient feedback and ensure the follow through meets organization and regulatory compliance.
Essential Functions:
- Consistently use an outward mindset and put forth exemplary effort in accomplishing his/her goals and objectives in a manner that helps others achieve their goals and objectives.
- Strong listening, communication skills, social and emotional intelligence, and writing skills.
- Utilizes professional phone etiquette
- Chairs and/or attend committee meetings related to patient/visitor satisfaction, patient safety, and quality improvement efforts.
- Captures patient and family concerns, complaints, grievances, or compliments and accurately log entries
- Maintains feedback reporting system including ensuring timely response and follow up is completed with the patient or family member
- Conducts conflict resolution and mediating with healthcare professionals and patient or family members.
- Provides support and education to clinical and medical staff in making decisions regarding appropriate choices in response to patient feedback
- Reviews patient feedback occurrences for trends and opportunities for improvement.
- Analyzes patient satisfaction scores for opportunities for improvement.
- Provides necessary education/reports to departments/committees related to patient satisfaction.
- Assist Quality Team to produce internal and external performance reports for analyzing including multiple matrices, data logs, data entry to external agencies, and coordination of the physician scorecards.
- Works with appropriate staff to create corrective action plans to improve patient satisfaction scores.
- Assists to facilitate quality initiatives such as improving patient satisfaction, PDCA, FMEAs, Lean and other preventive/corrective action activities.
- Functions as a resource for ISO and NIAHO standards for staff.
Minimum Qualifications: Associates degree in a healthcare related field. Three (3) years of customer service experience.
Knowledge, Skills & Abilities: Bachelor’s degree in Healthcare Administration, Nursing, or relevant field preferred. Navigates electronic medical records with ease. Willing to learn navigation of EMRs. Desires continual learning, professional growth, and development. Experience with change management with strong influential skills will be helpful. Experience in LEAN, and FMEA tools and processes preferred. Ability to perform in a self-directed manner within a team-focused framework. Required to be detail-oriented with strong organizational and analytic problem-solving skills, as well as have exceptional verbal and written communication skills. Competence in the use of Microsoft Office Word and PowerPoint and proficiency and experience with using Excel is required.
Working Conditions: Work is generally performed within an office environment with standard office equipment. Will occasionally audit in patient care areas and meet with patients and/or families at the bedside.
Physical Requirements: Constantly see/visual acuity. Frequently sit, talk/hear, handle/grasp/feel. Occasionally lift/carry 1 to 50 lbs.