Patient Advocate Job Listing at MedStar Health in Washington, DC (Job ID 156664)

Description

About the Job

General Summary of Position
Patient Advocates act as impartial members of the interdisciplinary healthcare team to identify assess and refer issues or concerns of patients families or providers in all care settings within GUH and the physician group practice. By acting as the "voice" of the patient and family the advocates assure that concerns or perceptions are heard in order to work toward a resolution in the provision of high quality care. The Patient Advocates identify assess and refer issues or concerns referring appropriately when there is a potential risk to the patient provider or the organization. These functions are performed in accordance with all applicable laws and regulations and GUH philosophy policies procedures and standards.

Primary Duties and Responsibilities

• Acts on behalf of patients and families in all issues of compliance with MGUH's statement of Patient Rights and Responsibilities. Provides assurance to patients and their families that their voice will be heard and that their wishes and rights are honored. Assures the patient that the presentation of a complaint will in no way compromise or prejudice access to care.
• Develops relationships with the multidisciplinary care team to cultivate the basis for and access to the seamless resolution to a patient or family issue. Works to be seen and understood by patients families and providers as an impartial catalyst for resolution.
• Refers appropriately to the office of risk management legal department and/or public affairs.
• Conducts presentations to MGUH associates on best practice behavior as needed to address key drivers or other patient experience data trends and challenges. Actively educates patient care staff about patient rights and responsibilities and participates in the revision and updating of the same as needed.
• Initiates service recovery utilizing gift options as appropriate. Encourages associates to initiate service recovery in the same manner.
• Visits those patients daily that have been identified by MGUH leadership as highly visible updating interested parties as appropriate.
• During periods of full capacity visits daily patients affected by this status assuring them of priority placement.
• Creates and manages RLS Feedback files including complaints grievances compliments and suggestions within CMS time parameters.
• Distributes monthly patient experience data from vendor. This includes the extraction of patient comments for each department and unit and the creation of a Patient Experience scorecard. This is emailed to unit and dept leadership.
• Acts as a resource to department chairs department heads and unit leadership for all patient experience and vendor data issues.
• Reports monthly to Nursing Financial Improvement Council on patient experience data and trends. Assists unit leadership with the creation of improvement plans for all key drivers utilizing best practice resolutions.
• Assists in the staffing of events and functions organized by or related to the departments of Patient Advocacy and International Services.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification

Minimal Qualifications
Education

• Bachelor's degree in Nursing or Bachelors of Art or Science in healthcare related field required

Experience

• 3-4 years Minimum of four years experience in healthcare consumer advocacy patient relations or related field required

Licenses and Certifications

• Notary License (NOTARY PUB) willingness to certify for Notary Public in the District of Columbia required

Knowledge Skills and Abilities

• Demonstrated experience with patients and families in an inpatient setting;
• Ability to work within a multidisciplinary team and multi-cultural environment;
• Ability to diffuse stressful situations and resolve issues;
• Well developed listening interpretative and conciliation skills;
• Excellent communication writing and presentation skills;
• Proficiency in Microsoft Office including Excel