Catholic Health Initiatives Patient Advocate in BREMERTON, Washington

Patient Advocate

Description

Job Type: Full-time

Scheduled Hours per 2 Week Pay Period: 80

Daily Schedule: 8:00 am - 5 pm

Weekend Required: None

Location: Harrison Medical Center

CHI Franciscan Health has exciting and rewarding careers with competitive salaries and benefits. We are a family of hospitals, health care services, and medical providers delivering compassionate care to people throughout the South Puget Sound. We are part of Catholic Health Initiatives, one of the largest not-for-profit health care systems in the country.

Our mission is to deliver high quality care that meets our patients' medical needs while providing emotional and spiritual support to patients and their families. We believe this three-part approach — physical, emotional, and spiritual — is essential to healing the whole person. Come join our team!

Job Summary:

Coordinates and tracks the timely resolution of customer complaints/grievances for the assigned Franciscan Health System (FHS) hospital in accordance with established standards and procedures. Incumbents serve as a liaison between patients, families and/or other complaining parties and the appropriate department management to facilitate resolution of grievances, complaints and/or other issues concerning the quality of care and services. Incumbents receive, log, document and track phone-based grievances/complaints for FHS Hospitals and may direct information to site-based staff for further action.

An incumbent serves as a resource to all levels of services and administration in soliciting/researching/responding to customer concerns and complaints. Work includes: 1) rounding on the in-patient population at assigned campus to promote excellent customer service practices as a deterrent to future complaints/grievances; 2) using a desktop database to document/track all customer complaints for assigned facility and to produce reports/metrics as required; 3) meeting with patients/family members to gather/validate complaint data and coordinating with FHS management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline; 4) monitoring the status of complaints to facilitate continuous progress towards ultimate resolution.

Work requires knowledge of effective methods for addressing/triaging the concerns of dissatisfied patients/families/physicians before they escalate into formal grievances/complaints. Also requires the ability to listen effectively, exercise significant tact and diplomacy in eliciting factual data from sometimes upset/irate individuals and take proper action to assure that customer complaints are responded to and documented in a timely and professional manner consistent with the FHS service excellence and recovery strategies.

Qualifications

Education/Experience:

Four years of recent customer service work experience in a clinical hospital or business setting that demonstrates attainment of the requisite job knowledge skills/abilities.

Associate’s degree in related field preferred.

License/Certification:

None

Job Professional Non-Clinical

Primary Location WASHINGTON-BREMERTON-HARRISON MEDICAL

Daily Schedule 8:00 am - 5:00 pm

Scheduled Hours per 2-week Pay Period 80

Weekends Required None

Req ID: 2018-R0180225

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.