Job Description
How You’ll Help Transform Healthcare:
This position will provide frontline risk management through the intake, investigation, and either resolution or escalation of complaints and grievances from patients, family members, and visitors. The Patient Advocate will exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved. The Patient Advocate will also provide support to Carilion Clinic staff by assisting with communication between staff and patients and families and acting as liaison when appropriate.
- Promotes Carilion Clinic’s Culture of Service Excellence and quality through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
- Applies communication skills, de-escalation techniques, and resolution strategies to the management of patient, family, and visitor complaints and grievances.
- Receives and process calls, letters, visits or other notifications of complaints. Reports potential claims to the Director of Patient Advocacy as needed.
- Investigates complaints by actively working with managers/directors of affected areas to determine issues. This includes talking with care givers or other staff involved in the care of the patient. Determines the location of the event incident, requesting medical records, obtaining release from patient for access to medical records from outside facilities, when necessary. Meets with patients, families or involved persons and investigates complaints and concerns.
- Determine completeness of complaint response and forwards the information to Director for final review. Drafts letters to patients and families and prepare for Director’s signature.
- Following the investigation of a complaint/grievance determines the appropriate disposition for that complaint /grievance (resolution, escalation, or response and closure). Works with appropriate internal and external resources to effectuate disposition as necessary. Works within the parameters established by departmental policy.
- Proactively provides education and support to patients, families, visitors, providers, and staff through regular rounding in clinical areas and practice sites. Educates and orients staff regarding the Department of Patient Advocacy and provides other educational opportunities as appropriate.
- Provides accurate and up-to-date complaint and grievance information to the Director on a monthly basis for incorporation into report to Grievance Committee. Reports on directly to the Grievance Committee regarding specific issues or initiatives on an “as needed” basis.
- Personally escorts patients, employees or families as indicated to the appropriate locations. Provides support to Guest Services as appropriate.
What We Require:
Education: High school diploma or GED required, Bachelors preferred.
Experience: One to three years of experience in customer service with de-escalation, effective communication and time management skills. Must demonstrate strong reading, writing, spelling, grammar, and punctuation. Ability to work independently with minimum supervision by applying policies, procedures, and using available resources.
Licensure/Certifications/Registration: Maintains Notary Public designation. CPHRM Certification within one (1) year.
Other Minimum Qualifications: Effective interpersonal, communication and teamwork skills required. Must successfully complete orientation. Active listening with compassion and empathy is a constant and continuous required skill. Demonstrated history of compliance and confidentiality required. Demonstrated ability to communicate well in challenging situations. Often communicates with state, legal and other representatives and serves as a front line contact. Tools used may include but are not limited to Microsoft Word, Power Point, Excel, Salesforce and others as needed.
About Carilion
This is Carilion Clinic ...
An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.
Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.
Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.
Requisition Number: 151173
Employment Status: Full time
Location: CRMH - Carilion Roanoke Memorial Hospital
Shift: Day
Shift Details: Monday-Friday 8am - 5pm
Recruiter: DANA E JOHNSON
Recruiter Email: dejohnson@carilionclinic.org
For more information, contact the HR Service Center at 1-800-599-2537.
Job Tags
Full time, Shift work, Monday to Friday,