Patient Experience & Language Advocate

Brief Description

Job Objective:

Under the supervision of the Senior Director of Outpatient Services/or designee and the Patient Experience Coordinator, the Patient Experience Advocate responds to the needs of patients, families and visitors. Assures efficient and prompt attention to the resolution of patient concerns in partnership with other internal departments while ensuring compliance with regulatory rules and timeframes. Develops a personal rapport with patients, families and all healthcare providers for the benefit of the patient. Assis with training staff, quality assurance/monitoring of grievance events. Conducts inpatient rounds and patients follow up calls. Collects/interprets data and assists with providing analysis to aid in ongoing improvement efforts.

Essential Duties and Responsibilities:

• Liaison Role
• Participates in handling the concerns, complaints, and grievance process. Ensure they are processed in accordance with CMS Grievance guidelines and other regulations, compliance standards and policies/procedures.
• Collects appropriate information from patients/family regarding issues, accurate documents data to share with internal unit leadership for investigation and
• Collaborate with internal staff, Unit Managers and Physicians to seek resolution on issues affecting patient experience. Ensures integrity of departmental databases by thorough, timely and accurate entry.
• Meets timeframes for performance while balancing the need to produce high quality work related to complex and sensitive patient
• Responds to patient/family by providing written resolution on issues through effective written communication skills.
• Summarizes grievances/complaints/concerns data, compiles data into reports for tracking/trending purposes and process
• Assists with managing the Patient Experience call line and email inbox.
• Identifies obstacles to the delivery of service and recommends formulation or revision of policies/procedures when needed.
• Collaborates with and acts as a resource for the hospital staff in the coordination of responses to patients, families and Encourages the use of appropriate service recovery and recognition options.
• Assists with developing and sustaining an integrated Customer Service Culture. 11.Demonstrates a positive professional image. All interactions with healthcare
  

team will be performed with a collaborative approach.

• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of the latest trends in field of expertise
• Language Services
• Facilitate as needed the use of interpretation services for patients and their families. Settings include, but are not limited to, bedside conversations, family conferences, educational presentations and seminars, etc.
• Oversee translation requests through outside vendor. Obtain quotes, submit to vendor for Coordination may include obtaining quotes and negotiation of agreements.
• Investigate and respond to complaints, grievances and/or concerns, related to language services.
• Facilitate and maintain competencies and certification for all bilingual staff who choose to participate in the certification program.

• Rounding
• Round at least three times a week to ensure patient satisfaction is being achieved and to ensure consistent compliance with hospital policy, state and federal regulations are being followed for interpretation services and patient rights.
• Compile and analyze patient experience data through focus studies, rounding and review of external reports.
• Communicate compliance deficiencies related to patient concerns immediately, to unity/department leadership for resolution.
• Round on all patients requiring language services to ensure that they are aware of the services available to them.
• Training and Program Development
• Assist with training on patient concern/complaint/grievance process in accordance with CMS/CDPH and other regulatory compliance standards.
• Assists with monitoring and quality analysis of Patient Experience events entered into Vigilanz.
• Reporting
• Report an overview of Patient Experience Auditing as
• Department Support
• Assist in the development of programs/projects assigned to the
• Provides other assistance as requested by the Senior Director of Outpatient
• Assist Manager with training staff, quality assurance/monitoring of grievance
  

events.

Non-Essential Duties:

• Assist management and/or department staff, as
• Assist with any special projects/assignments.
  
  

Knowledge, Skills and Abilities:

Knowledge

• Knowledgeable on Patients' Rights and
• Knowledgeable in Medical terminology
• Knowledgeable in Local demographic culture
  
  

Skills

• Excellent written and oral communication
• Skilled in critical thinking, problem solving.
• Skilled in interpersonal, communications and customer service
• Skilled listener and is able to represent the perspective of
• Ability to transmit and receive information about patient focused issues with clarity and
• Demonstrate time management and organizational
  
  

Abilities

• Ability to accurately convey information between patient and
• Ability to use sound judgement and strong customer service/problem solving critical thinking skills to address and resolve concerns and determine accessing appropriate
• Ability to synthesize and process large quantities of information
• Ability to interact with patients, their families and health care providers in a culturally appropriate manner.
  
  

Core Competencies: All AVMC employees will effectively demonstrate these behaviors:

Accountability Action Oriented Customer Focused Compassion

Effective Communication Teamwork

Ethics & Values

Integrity & Trust

Education and Experience:

Education

• High School Diploma or equivalent
  
  

Experience

• A minimum of 1 year of experience in customer service, patient experience or similar work environment.
• Experience in patient/customer relations, effective complaint resolution, or closely related area preferably within hospital/healthcare environment preferred.
  
  

Required Licensure and/or Certifications:

• Current BLS Certification
  
  

AVMC Conduct/Compliance Expectations:

• Ability to adhere with AVMC Leaves of Absence Policy
• Ability to adhere with AVMC Paid Time Off (PTO) Policy
• Ability to adhere with AVMC Recording of Hours Worked Policy
• Ability to adhere to the department dress code
• Ability to organize work and establish priorities
• Ability to expand on own initiative in performance of duties
• Skill and ability to follow the telephone etiquette/standards
• Conforms to AVMC Standards of Excellence
• Ability to function effectively under pressure and meet time parameters
• Ability to communicate effectively while maintaining good working relationships with co­ workers, managers and other hospital staff
• Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVMC
• Ability to maintain the confidentiality of patients, hospital and department information
• Ability to adhere to safety rules and regulations
• Safely and effectively, all equipment necessary to carry out duties
• Ability to interpret and function under hospital and department policies and procedures
• Conforms with required and appropriate Joint Commission requirements
• Conforms with and supports hospital quality assurance and improvement guidelines
• Ability to participate effectively in department and hospital staff education
• Display a willingness to work as a team player
• Ability to give and support the highest level of patient/customer satisfaction at all times
• Supports and adheres to the values and mission statement established by the AVMC Board of Directors
  
  

Ability to demonstrate knowledge and understanding of Corporate Compliance rules and regulations, complies with duty to report behavior standard, demonstrates understanding of purpose for Corporate Compliance hotline and importance of seeking guidance from a supervisor when in doubt regarding a possible corporate compliance issue

Key Physical Requirements and Working Conditions:

• Work is performed in patient care areas, waiting rooms, patient rooms, department office, including but not limited to, isolation rooms, delivery rooms, surgical rooms, mental health
• Work requires walking and standing most of the time.
• A general work/office
  
  

A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

NOTE: THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS DOCUMENT IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, SKILLS, AND WORKING CONDITIONS FOR THE PERSONNEL SO CLASSIFIED.

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Requirements

Education and Experience:

Education

• High School Diploma or equivalent
  
  

Experience

• A minimum of 1 year of experience in customer service, patient experience or similar work environment.
• Experience in patient/customer relations, effective complaint resolution, or closely related area preferably within hospital/healthcare environment preferred.
  
  

Required Licensure and/or Certifications:

• Current BLS Certification