Employment Type:

Full time

Shift:

Day Shift

Description:

Position Summary:

Serves as a liaison/mediator between customer groups and the health system. Coordinates the complaint process, provides a communication channel for patient/families, and seeks effective and timely resolution of customer issues, concerns and needs. Collaborates with multi-disciplinary team members from Risk Management, Clinical Quality Management, and Billing Services and advocates for patient interests as appropriate. Tracks service delivery lapses, maintains records and provides clerical support.

What the Patient Advocate will need:

• Associate's degree or Paralegal 
• Bachelor's degree in business, legal, communication, or risk management preferred
• Certification in Quality, Customer Service, Risk Management, or Paralegal
• One year of healthcare experience 
• Preferred: Previous experience in risk management, claims management, quality improvement, or teaching. Medical office operations experience preferred.
• Experience using computer systems for documentation and analysis of safety and risk management data, must be self-motivated with strong communication and presentation skills. Must be able to deal effectively with all levels of hospital and medical office staff.
• Data base management, teaching adult learners, team leading skills, ability to handle multiple tasks efficiently preferred.

What the Patient Advocate will do:

• Coordinates and administers systems for patient complaints and grievances, risk identification, investigation, and reduction. 
• Helps to maintain a patient complaint data base. Shares data with multiple departments and leadership on a regular basis. Prepares reports for various committees including the Board of Trustees regarding complaints and resolution. 
• Assists in the development of Non-clinical Risk Management policies and procedures. Participates in select committees related to the improvement of patient care and organizational safety and security and resolution of risk management problems. 
• Aids leadership over departments in complying with Center for Medicare and Medicaid Services patient complaint and grievance standards. Helps conduct educational programs related to service recovery and grievance resolution. 
• Utilizes computer-based error and event reporting system(s). Works in colla oration with Clinical Quality Management and Clinical Risk Management Specialist to continuously measure the effectiveness of systems. 

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.