Company: Carilion Clinic
Posted on: January 26, 2023
Roanoke ,VA, US, 24014
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
What We Require:
Education: High school diploma or GED required, Bachelors
Experience: One year of experience in a patient care or customer
service area. Five (5) years with Service Recovery or Dispute
Resolution. 3,000 hours or 50 percent of full-time job duties
within the last three years dedicated to healthcare risk management
in a healthcare setting or with a provider of services (e.g.
consultant, broker, or attorney) to the healthcare industry.
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.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, SMS, SoftMed.
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: 138496
Employment Status: Full time
Location: CRMH - Carilion Roanoke Memorial Hospital
Shift Details: Monday - Friday 8:00am - 4:00pm
Recruiter: DANA E JOHNSON
Recruiter Phone: 540-400-4631
Recruiter Email: email@example.com
For more information, contact the HR Service Center at
Equal Opportunity Employer
Minorities/Females/Protected Veterans/Individuals with
Disabilities/Sexual Orientation/Gender Identity
Carilion Clinic is a drug-free workplace.
Please see job description
Keywords: Carilion Clinic, Roanoke , Patient Advocate, Other , Roanoke, Virginia
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