Summary: Under the supervision of the Risk Management Leader at each facility, responds to the needs of patients and their families. The Patient Advocate oversees complaints, grievances and corresponding follow-up to patients while maintaining relevant data for regulatory compliance. Assure efficient and prompt attention to the resolution of issues by the appropriate individual or department. Develop a personal rapport with patients, families and all healthcare providers for the benefit of the patient and family.

Education: Bachelor’s Degree

Experience: Two years’ experience in Healthcare, Advocacy, or Hospitality is recommended.

Skills and Abilities: Ability to recognize potential disruptive situations by communicating with individuals respectfully and with concern for their well being.

Ability to demonstrate conflict negotiation by promoting reconciliation, compromise or settlement.

Ability to handle highly confidential patient satisfaction issues with diplomacy, tact, and persuasiveness.

Skilled in critical thinking, problem solving.

Ability to analyze data and create/implement action plans to improve patient experience or mitigate risk.

Skilled in interpersonal, communications and customer services skills.

Skilled listener and is able to represent the perspective of others.

Ability to transmit and receive information about patient focused issues with clarity and skill.

Demonstrate time management and organizational skills.

Ability to Present to large and small audiences from the Board of Director’s to frontline staff.

Knowledge of Patients’ Rights & Responsibilities.

Ability to clearly document and track complaints, grievances and other Risk Management assignments.