Job Details

Inspire health. Serve with compassion. Be the difference.

Job Summary
The Patient Advocate represents Prisma Health with patients, families, and visitors in responding to concerns and providing service recovery. Partners with patient safety, quality and risk management to address more clinically focused concerns. Coordinates the resolution of complaints and grievances with leaders and physicians across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. Partnering with Patient Experience, uses continuous improvement methodologies to support leaders in proactively addressing performance gaps in an effort to improve care delivery. At all times, models exemplary patient experience and professionalism. This role will require strong written and verbal communication skills. All team members are always expected to be an example of Prisma Health values.

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference.
• Responds to concerns received via phone, in person and in writing. Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. Partners with patient safety, quality and risk management to address more clinically focused complaints and grievances. Ensures all regulatory guidelines are followed. Appropriately tracks concerns in the electronic event reporting system. Produces applicable reports to track progress
• Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Effectively coach leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care.
• Keeps assigned meeting times with teams and leaders on a regular cadence.
• Models' exemplary patient experience and professionalism at all times. Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment. Participates in Patient Family Advisory Councils and organizational committees as assigned.
• Performs other duties as assigned.

Supervisory/Management Responsibilities

• This is a non-management job that will report to a supervisor, director or executive.

Minimum Requirements

• Education - Bachelor's degree in Psychology, Social Work or other related field of study.
• Experience - Three (3) years of Customer Service, Patient Advocacy, Conflict Management, and/or Healthcare Experience

In Lieu Of

• In lieu of a bachelor's degree equivalent combination of work and academic experience may be considered.

Required Certifications, Registrations, Licenses

• NA

Work Shift
Day (United States of America)

Location
Greenville Memorial Med Campus

Facility
7001 Corporate

Department
70018010 Clinical Care Experience - Patient Advocacy

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.