Patient Experience

SUMMARY

The Patient Experience Advocate works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. The role is responsible for assisting patients in navigating the complexities of the healthcare system and to facilitate the implementation and monitoring of processes and standards related to the improvement of the patient’s experience. This includes performing tasks that support the organization, coordination, and implementation of the hospital’s service excellence and recovery programs including, but not limited to monitoring and reporting of patient complaints and grievances, implementation of improvement projects specific to patient advocacy and experience, and providing ongoing management of relationships between internal and external customers.

The Patient Experience Advocate works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The role is expected to act as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians, and team members on topics such as CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as quantitative and qualitative survey data and deployment of network strategies.

REQUIREMENTS

1. Associate Degree in a healthcare related field such as Health Administration, Bachelor's degree or Board Certified Patient Advocate (BCPA) credential preferred
2. Two or more years of experience in a healthcare related environment
3. Knowledge in medical terminology, patients' rights, service recovery & excellence, and customer service
4. Excellent project & time management, written and verbal customer service skills, and a strong attention to detail required
5. Proficiency in Microsoft Office Programs and with handling multi-line telecommunications systems and electronic documentation software required; Experience with database and visual processor programs preferred
6. Demonstrated ability to communicate with a diverse consumer population and all levels of a complex organization; Fluency in languages other than English desired
7. Demonstrated ability to offer emotional support and sympathy along with a passion for the well-being of patients
8. Organizational, decision-making, and problem-solving abilities with the ability to work independently or on a team
9. Capability to maintain and respect confidentiality and HIPAA guidelines