Patient Advocate
Company: Carilion Clinic #2
Location: Roanoke
Posted on: January 27, 2023
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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 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.About CarilionThis 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: Day Shift Details: Monday
- Friday 8:00am - 4:00pmRecruiter: DANA E JOHNSON Recruiter Phone:
540-400-4631 Recruiter Email: dejohnson@carilionclinic.orgFor more
information, contact the HR Service Center at 1-800-599-2537.Equal
Opportunity EmployerMinorities/Females/Protected
Veterans/Individuals with Disabilities/Sexual Orientation/Gender
IdentityCarilion Clinic is a drug-free workplace.
Keywords: Carilion Clinic #2, Roanoke , Patient Advocate, Other , Roanoke, Virginia
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