Patient Experience Advocate

Patient Experience AdvocateMethodist HospitalPRN; Not Benefitted1st shift variable hours no weekends or holidaysUnityPoint Health is committed to offering our team members a minimum rate of pay of $15 per hour.The Patient Experience Advocate is responsible for coordinating a centralized complaint management system that efficiently and effectively eliminates or decrease barriers, which impedes patient satisfaction. This position coordinates the information flow between the organization customers and also helps to support patient experience measures.About UnityPoint Health:Our team members are the compassionate core of who we are and how we serve. Every day we strive to live out our vision statement of “Best outcome every patient every time” through living out our FOCUS values of Foster Unity, Own the Moment, Champion Excellence, and Seize Opportunities.At UnityPoint Health, we provide care in nine regions throughout Illinois, Iowa, and Wisconsin. As the nation’s fourth largest nondenominational health system in America, UnityPoint Health keeps people at the center of all we do. We are looking for dynamic and talented individuals to join our team. You'll find opportunities for every sized dream.Want to know about our culture and benefits? Click here to find out more: https://uphtotalrewards.com/.Patient Advocacy· Responds timely to phone, in-person, e-mail and written concerns in-person or via telephone.· Provides timely and appropriate response to the complaints received; verbally and or written in compliance with the Centers for Medicare/Medicaid Services (CMS) and other state and federal laws and to Methodist's Patient Complaint and Grievance Policy.· Assures patient / family concerns are addressed timely to ensure patient and family satisfaction· Resolves concerns identified to the fullest extent possible within the realm of his/her responsibility or facilitates involvement of management, staff or specific services to resolve concerns beyond the realm of his/her responsibility· Facilitates patient/ family meetings with appropriate Manager/Director and others as needed.· Assures appropriate member of the Leadership team is promptly informed of any potential or actual volatile situation and provides feedback.· Assists the department manager by completing chart reviews as needed.· Communicates potential liability issues to the Patient Safety Coordinator/Risk Manager.· Communicates issues requiring Peer Review to the appropriate parties.· Provides feedback to appropriate leaders and staff via e-mail, telephone or in person.· Follows up on calls and in-person complaints received after hours by the nursing supervisor and or staff· Talks with patients, families and loved ones regarding their care experience through the regional Patient Advocate hotline and pride line. · Aids patients and families in resolving dissatisfaction with the healthcare experience. · Coordinates the reimbursement process for patient related lost and found items.· Arranges pick-up, delivery or mailing of found items.· Identifies opportunities to improve the prevention of lost items and assists the departments as needed to change processes.· Utilizes and organizes the RL system to identify complaint trends for follow up action to improve patient satisfaction throughout the organization.· Provides timely data entry of case details to maintain accurate data.· Tracks and trends issues/concerns received from Pride Line, Patient Action line and direct patient/family contact and shares this data with appropriate parties making recommendations for improvement.· Seeks methods to develop and utilize a system or process to identify patients who have had a previous concern/complaint related to patient satisfaction at time of readmission and responds accordingly in person.· Monitors incidents, complaints, correspondence, and formal grievances received to ensure appropriate notification and follow-up is performed· Documents patient and/or family grievances into database and assigns department manager ownership while managing investigation and resolution process through completion in accordance with CMS guidelines/compliance and with internal organization policies and procedures.· Sends 7- and 14-day reminders for RL Solutions.· Mails initial and final grievance letters to patients and family members submitting formal grievances.· Utilizes Excel to maintain and update the grievance spreadsheet to track all open and closed grievances.· Initiates research and development of best practices in patient advocacy and experience.Support Patient Experience · Implements short- and long-range patient satisfaction improvement strategies and objectives consistent with the goals of the enterprise.· Solicits feedback from patients and families through patient rounding.· Observes, validates and coach leaders on patient rounding. · Ability to establish and maintain effective working relationships with all team members· Serve as the point person for inpatient Service Recovery· Aid frontline team members with virtual visits· Provide education to teams as needed on best practices and data collectionBasic UPH Performance Criteria · Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.· Demonstrates ability to meet business needs of department with regular, reliable attendance.· Employee maintains current licenses and/or certifications required for the position.· Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.· Completes all annual education and competency requirements within the calendar year.· Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.Minimum RequirementsIdentify items that are minimally required to perform the essential functions of this position.Preferred or SpecializedNot required to perform the essential functions of the position.Education:Associates Degree in Clinical Field i.e Respiratory, Imaging, or Nursing.RN’s hired after August 1, 2013 must obtain a Bachelor’s Degree in Nursing (BSN) within (5) years of start date.Bachelor’s degree in Health Care Administration, Nursing, or other Clinical FieldExperience:5-7 years of experience in/with demonstrated strong clinical competence, preferably in an acute care setting, excellent People to People skills and demonstrated organizational skillsPerformance Improvement, patient experience work, resource utilization/research experience preferred.License(s)/Certification(s):Must Possess and Maintain Current Appropriate Illinois Licensure or Certification pertaining to education.Knowledge/Skills/Abilities:· Excellent oral and written communication skills· Ability to interpret, analyze and evaluate information in an organized and timely manner· Possess problem solving sills and the ability to synthesize information to make appropriate decisions· Proficient in Microsoft Office programs including Word, Excel and PowerPoint.· Self-directed and self-motivated and able to function independently· Maintain confidentiality· Ability to negotiate between parties· Ability to facilitate conflict resolution· Constructively deal with emotional situationsOther:Use of usual and customary equipment used to perform essential functions of the position. Requisition ID: 2022-111649 Street: 221 NE Glen Oak Ave Name: 5020 UnityPoint Health Methodist Medical Center FTE (Numeric Only; Ex. 0.01): .01 FLSA Status: Non-Exempt Scheduled Hours/Shift: varied first shift, no weekends or holidays External Company URL: http://www.unitypoint.org