Overview

The Patient Experience Advocate supports and enhances the patient experience by proactively advocating on the behalf of the patient and their family. The Patient Experience Advocate ensures that concerns or perceptions about quality of care and/or service are heard in a timely fashion and addressed appropriately. The Patient Experience Advocate will achieve this by investigating, resolving, documenting, and reporting organizational-specific patient, family, and visitor compliments, complaints and grievances.

The Patient Experience Advocate will develop, implement, and participate in patient experience initiatives related to the hospital. The Patient Experience Advocate will serve as a trusted and informal information resource, communication channel facilitator, consultant, and practitioner for dispute resolution. The Patient Experience Advocate will seek fair and equitable solutions to patient or caregiver problems; will suggest dispute resolution processes for addressing and managing conflicts; and provide input to unit and departmental managers on policy, procedural and practice changes to maintain patient rights.

Qualifications

Required Education:

High School Diploma or GED

Preferred Education:

Associate's or Bachelor's Degree.

Necessary Skills:

• Ability to make judgments, exercise diplomacy and tact and to understand the complexities of the institution.
• Conflict resolution.
• Good written and verbal communication skills.
• Problem solving ability.
• Ability to keep accurate records.
• Ability to cope with pressures and stress.
• Positive mental outlook.

Required Experience:

Three to five (3-5) years professional experience in human services.

Preferred Experience:

Knowledge of CMS CoP regulations and The Joint Commission standards for patient complaints and grievances, medical terminology, and knowledge of service improvement methodologies.