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The Patient and Professional Advocate acts as a liaison between patients/families and the institution. The Patient and Professional Advocate provides a specific channel through which patients, families, visitors, and hospital and medical staff can seek solutions to questions, concerns, and unmet needs in an effort to ensure patients are receiving high-quality healthcare.

MINIMUM QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High School Diploma or equivalent

EXPERIENCE:

1. One (1) year of hospital based experience in an allied health care role.

PREFERRED QUALIFICATIONS :

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s degree with an emphasis preferred in Social Work, Counseling, Psychology, Social Sciences, Customer Relations or other allied health care degree.

EXPERIENCE:

1. Experience in an academic medical center setting.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Act as an intermediary to hospital administration on behalf of patients and their families.

2. Channels information about patient care, concerns, inquiries and compliments to appropriate departments and services in order to make recommendations for changes in hospital procedures and policies.

3. Responds and/or follows up on patient concerns and inquiries received before, during and after regular work hours as needed.

4. Assists in referring patients to appropriate services and resources and responds when other alternatives are not available.

5. Educates employees about patients’ rights. Educates patients regarding their responsibilities in accordance with JCAHO and CMS standards on the rights and responsibilities of patients.

6. Interprets patient account information through hospital billing system.

7. Functions as a mechanism for receiving and responding to patients’ and families’ complaints concerning the quality of care and service provided.

8. Ensures that patients and families are informed of their rights to present complaints.

9. Investigates each complaint in a timely review process which should include, but not be limited to: identification of the issues; investigations of the facts; review of records and policies; discussion with appropriate hospital and/or medical staff; continued contact with initiator; corrective action, as appropriate, to solve the immediate problem, assessment, when appropriate, of recommended procedural change; data collection; report of trends; and follow-up with all parties.

10. Facilitates the establishment and maintenance of cooperative working relationships with hospital personnel and medical staff in order to enhance the delivery of health care and customer service.

11. Participates in new employee orientation, emphasizing the humanization of patients’ hospital experience.

12. Promotes proactive methods of handling and solving patient complaints in appropriate contact with hospital personnel.

13. Increases the visibility of the program by establishing ongoing educational and informational programs to familiarize all departments with services available through the Patient Relations Department.

14. Acts as a resource to other departments on patient-related concerns as indicated.

15. Participates in the assessment and handling of responses to incidents that, if not properly handled, could provoke a serious controversy or legal problems.

16. Reviews relevant issues and cases as they occur with the hospital’s risk management and legal services department.

17. Effectively prepares and complies with JCAHO accreditation and CMS Standards, as accepted by the hospital.

18. Follows the CMS Conditions of Participation for patient rights.

19. Demonstrates regard for the dignity, respect and safety of all patients, family members, visitors, and hospital personnel as defined in the philosophy of the organization.

20. Maintains proper attendance and punctuality to ensure that the Hospital is operated in an efficient and cost effective manner.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Able to walk, sit and stand for long periods of time.

2. Able to keyboard.

3. Able to lift, push or pull ten pounds.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. In general the environment is that of an office setting.

2. Some travel to outside entities may be required.

3. Visits to patient care areas are required.

SKILLS & ABILILTIES:

1. Excellent oral and communication skills.

2. Ability to work with a wide variety of individuals and groups.

3. Ability to work cohesively within the work unit and with other departments.

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

RMH Reynolds Memorial Hospital

Cost Center:

403 RMH Care Management

Address:

800 Wheeling Avenue

Glen Dale

West Virginia