Job Description:
The Patient Relations Advocate provides system-wide support to Essentia Health patients when non-clinical service failures occur. The position works closely with departments and administration to facilitate quality patient relations and service to all patients and their families, fostering and supporting a culture where Essentia Health patients feel safe and cared for. The Patient Relations Advocate treats patients and their families with empathy and compassion to help us best recover from service failures, regain patient trust, learn from our mistakes, and make process improvements where needed. The role supports developing and implementing changes that improve patient relations and provides service recovery when indicated.
Education Qualifications:
Key Responsibilities:
Promotes patient centered care and service recovery practices through efficient and effective complaint resolution and through consultation and training of clinical staff in patient service recovery techniques and patient satisfaction strategies
Acknowledges receipt of concerns submitted via email, website, or letter, by communicating with the patient follow up expectations, and gathering any additional information
Collaborates and connects with cross-functional teams including Quality, Nursing, and others while rallying them to action for the health of the patient relationship
Thoroughly completes documentation regarding concern, findings, and response to the patient
Assists leaders with process reviews, participates in improvement projects, and works within the team to provide education to staff regarding Essentia Health's Service Model and Service Recovery Programs
Assures the confidentiality of information-acquired pertaining to patient, physicians, employees, and visitors to Essentia Health
Demonstrates and actively promotes an understanding and commitment to the mission of Essentia Health through performing behaviors consistent with the Values I Bring Everyday (VIBE) Service Excellence Standards
Educational Requirements:
Associates degree or Board Certified Patient Advocate (BCPA) or 5 years equivalent healthcare experience
Required Qualifications:
Preferred Qualifications:
Experience using electronic medical documentation systems or database systems preferred
Excellent written and verbal communication skills to present information clearly and persuasively. Ability to present sensitive information with tact, diplomacy and respect
Excellent interpersonal skills necessary to interact effectively with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care
Crisis intervention and problem resolution skills. Ability to show creativity and apply quality improvement methods to problem solving
Experience in a patient relations or customer service role preferred
FTE
1
Shift Rotation
Day Rotation (United States of America)
Shift Start Time
0800
Shift End Time
0430
Pay Range
$22.54 - $33.81 / hour
The approximate base compensation range is posted, but the actual offer will reflect our total compensation and benefits package. The offer will be determined by a number of factors including the selected candidate's experience, knowledge, skills, abilities, FTE, as well as internal equity among our team.
Effective December 1, 2019: Job offers are contingent upon successful completion of a post-offer assessment, including a urine drug screen, immunization review, proof of required vaccinations, and background check. Essentia Health is committed to maintaining a work environment free from the influence of illegal drugs and alcohol.
Essentia Health EEO:
Essentia Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, sexual identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Equal Employment Opportunity (EEO) at Essentia
It is our policy to afford EEO to all individuals, regardless of race, religion, color, sex, pregnancy, gender identity, national origin, age, disability, family medical history, genetic information, sexual orientation, marital status, military service or veteran status, culture, socio-economic status, status with regard to public assistance, and other factors not related to qualifications, including employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or membership or activity in a local human rights commission, or any other category as defined by law.
