The Patient and Family Advocate is dedicated to improving the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received. The scope of these duties extends to the inpatient, outpatient, and off-site clinical areas. The incumbent is responsible for providing assistance/support as needed with patients, families, and staff that are in contact with the Patient Experience department with a focus on proactive rounding, service recovery, and mitigation of concerns.
ESSENTIAL FUNCTIONS OF THE JOB:
Investigates patient and family concerns, provides crisis intervention and mediation for complex situations throughout SRH including dialogue with patients and families and facilitation of family meetings/care conferences.
Responds to patient/family complaints and grievances verbally and in writing on behalf of SRH and ensures regulatory compliance throughout the process.
Works closely with the medical staff, nursing, and leadership to achieve resolution of the concern at the most appropriate level within the organizational structure.
Company Description At Shore Regional Health, you can learn, grow and make a lasting impact on patients and families. You'll experience the support of a collaborative work environment and a sense of collegiality unlike any other. Our comprehensive system has many locations and practice options to choose from throughout the beautiful Eastern Shore of Maryland.
Qualifications
MINIMUM EDUCATION, EXPERIENCE AND LICENSE/CERTIFICATION REQUIRED:
High school diploma required. Bachelor's degree in healthcare related field, communications, psychology, or comparable preferred.
Two years of experience in a healthcare environment required.
Working knowledge of personal computers and Microsoft Office suite required.
Excellent verbal and written communication skills, including ability to synthesize the facts of an investigation and respond with compassion on behalf of SRH.
Must be detail oriented, organized and have the ability to multi-task.
Must possess excellent interpersonal, conflict resolution, and problem solving skills while working in a fast-paced environment.
Additional Information All your information will be kept confidential according to EEO guidelines.
