Patient Advocate

The Patient Experience Advocate supports the Healthcare Patient Experience program & Patient Experience Manager at the designated account/work location. This role collaborates with Environmental Services department leaders and their teams to align ABM Healthcare and client organization goals and objectives related to the patient experience and Environmental Services operations, as measured by HCAHP's metrics and other customer satisfaction measures.

Supervisory Responsibilities: NONE

Full-Time including Weekends
Pay Rate: $19.00 to $21.00 per hour.

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on the applicant’s experience, skills, abilities, geographic location, and alignment with market data.    Benefit Information:
ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Front Line Team Members | (Programa de Beneficios de ABM)  

Essential Duties

1. Patient Interaction:

• contact patients upon admission and as needed to ensure they are receiving requested services and to identify additional needs.

• Initiate rounding on all patients and prioritize focused revisits to improve patient experience and resolve issues.

• Actively connect with patients at the bedside, serving as a liaison to communicate their voice, expectations, and perspective to the environmental services team.

• Ensure effective communication with patients and families regarding expectations and service provided.

2. Service Recovery and improvement:

• Oversee service recovery initiatives and coordinate with all hospital departments to identify and resolve service related issues.

• Consult with leaders and the department on strategies to improve patient satisfaction, identify best practices, and opportunities for improvement.

• Track and analyze patient and visitor service concerns, identify system and process related problems, and work collaboratively with leadership and staff to resolve them.

3. Team collaboration and development:

• Partner with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account.

• Provide feedback and coaching to the environmental services team, ensuring high-touch, service-oriented interactions at every encounter with patients, visitors, and families.

4. data analysis and reporting:

• Analyze patient experience results to identify, prioritize, plan, implement, and oversee improvement efforts.

• Track patient satisfaction scores and ensure industry standards are met and maintained.

5. other duties:

• Perform other tasks as assigned, ensuring all actions are carried out in a caring, empathetic, courteous, and respectful manner.

Qualifications and Education Requirements

• Bachelor's Degree preferred

• In lieu of Bachelor's Degree, High School/GED with 5+ years of relevant management/customer engagement experience is acceptable.

Job Knowledge/Experience
Required:

• Experience in a preferred service industry (hospitality, restaurant, personal services, amusements and recreation, or healthcare).

• Must understand principle of first grade customer services and various approaches to application.

• Possess strong customer service skills to interact with patients and visitors, hospital leadership and staff, and ABM leadership and staff.

• Must be able to address difficult, awkward situations.

• Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplished goal.

• Ability to work with minimal supervision.

• Ability to ensure the confidentiality and rights of patients and confidentiality of health system and departmental documents required.

• Knowledge of basic statistics and the ability to interpret graphical illustrations regarding patient experience data.

• Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.

Language/Writing/Communication Requirements

Ability to communicate effectively both verbally and in written form with patients, physicians, administration, health system officials, other health system personnel and general public.

Proficient in Windows-based operating software/systems.

Knowledge of word processing, spreadsheets, and other assorted business software.

A good job for someone just entering the workforce or returning to the workforce with limited experience and education.