Patient Advocate

About the role

• Employment Status: Full time
• Shift: Day (United States of America)
• Facility: 1906 Belleview Ave SE - Roanoke
• Requisition Number: R163093 Patient Advocate (Open)

How You'll Help Transform Healthcare

The Patient Advocate provides frontline risk management through the intake, investigation, and either resolution or escalation of complaints and grievances from patients, family members, and visitors. The Patient Advocate will exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved. The Patient Advocate will provide support to Carilion Clinic staff by assisting with communication between staff and patients and families and acting as liaison when appropriate.

The Patient Advocate

• Applies communication skills, de-escalation techniques, and resolution strategies to the management of patient, family, and visitor complaints and grievances.
• Receives and process calls, letters, visits or other notifications of complaints. Reports potential claims to the Manager of Patient Advocacy as needed.
• Maintains thorough and precise documentation for future reference that is inclusivie of identified issues and resolution/action taken in accordance with compliance of regulatory agencies.
• Serves as patient liason for Treatment Appropriateness Review Committee (TARC) and Syncronized Ongoing Support (SOS) complex cases that requires significant management.
• Investigates complaints by actively working with managers/directors of affected areas to determine issues. This includes talking with care givers or other staff involved in the care of the patient. Determines the location of the event incident, requesting medical records, obtaining release from patient for access to medical records from outside facilities, when necessary. Meets with patients, families or involved persons and investigates complaints and concerns.
• Determine completeness of complaint response and forwards the information to Clinical Risk team for final review.
• Following the investigation of a complaint/grievance determines the appropriate disposition for that complaint /grievance (resolution, escalation, or response and closure). Works with appropriate internal and external resources to effectuate disposition as necessary. Works within the parameters established by departmental policy.
• Proactively provides education and support to patients, families, visitors, providers, and staff through regular rounding in clinical areas and practice sites. Educates and orients staff regarding the Department of Patient Advocacy and provides other educational opportunities as appropriate.
• Works collaboratively with other members of the healthcare team, regulatory agencies, and third party organizations to help patients & families navigate the healthcare system.
• Provides accurate and up-to-date complaint and grievance information to the Director on a monthly basis for incorporation into report to Grievance Committee. Reports on directly to the Grievance Committee regarding specific issues or initiatives on an "as needed" basis.
• Personally escorts patients, employees or families as indicated to the appropriate locations. Provides support to Guest Services as appropriate.
• Acts as patient liason in service recovery efforts systemwide to include ambulatory sites and community hospitals. Partners with Quality Directors at community hospitals for resolution of patient complaints and grievances.
• Stay informed of proposed regulatory and/or process changes in a timely and accurate manner.
• This position will provide frontline management through the intake, investigation, and either resolution or escalation of complaints and grievances from patients, family members, and visitors. The Patient Advocate will exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved. The Patient Advocate will also provide support to Carilion Clinic staff by assisting with communication between staff and patients and families and acting as liaison when appropriate.
• Receives and process calls, visits or other notifications of complaints. Reports potential claims to the Director of Patient Advocacy as needed.
• Investigates complaints by actively working with managers/directors of affected areas to determine issues. This includes talking with care givers or other staff involved in the care of the patient. Meets with patients, families or involved persons and investigates complaints and concerns.
• Uses rounding tool to document feedback from patient, visitors, and families
• Proactively provides education and support to patients, families, visitors, providers, and staff through regular rounding in clinical areas and practice sites.

What We Require: Education: High school diploma or GED required.

Experience: 1 year of experience in a patient care or customer service area required. 5 years of experience in Service Recovery or Dispute Resolution, 3,000 hours, or 50 percent of full-time job duties within the last 3 years dedicated to healthcare risk management in a healthcare setting or with a provider of services (e.g., consultant, broker, or attorney) to the healthcare industry may be considered.

Licensure, Certification, and/or Registration: Maintains Notary Public designation.

Life Support: Not applicable.

Other Minimum Qualifications

Effective interpersonal, communication, and teamwork skills required. Demonstrated history of compliance and confidentiality. Demonstrated ability to communicate well in challenging situations, including interaction with state, legal, and other representatives while serving as a front-line contact. Proficiency with Microsoft Office.

This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.

Compensation Range

$17.39 - $24.35

Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Recruiter: DANA JOHNSON

Benefits, Pay and Well-being at Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training