Patient Experience Advocate - Part Time

Hourly Pay Range:

Patient Experience Advocate

Position Highlights:

• Position: Patient Experience Advocate
• Location: Evanston Hospital - Evanston, IL
• Part Time (20 hours per week)
• Hours: Monday-Friday, 8am - 12pm
• Required Travel: no

Job Summary:

The Patient Experience Advocate will serve as a liaison between patients, their families, and the healthcare team, working to address concerns, facilitate communication, and ensure that every patient receives the highest level of "Safe, Seamless, and Personal" care and support throughout their stay or visit. This role is a central resource and coordinating link for patient feedback, and providing options, guidance and solutions for our patients as they navigate their experiences of care. Responsibilities include answering inbound phone calls, voicemails, emails and social media posts from patients sharing feedback with Endeavor Health, or helping with a patient experience concern, while also properly documenting feedback to support the resolution process.

What you will do:

• Manages complaints and grievances to maintain Joint Commission, IDPH and CMS patient rights standards related to complaint and grievance process, to ensure standard of performance for Patient Experience and proper closure of events.
• Provides accurate closure letters utilizing CMS standards.
• Assesses, investigates and problem-solve complaints and patient concerns.
• Ensure timely documentation and resolution. This may include interviews with staff, basic chart review, policy review, consultation with Risk Management, Quality or Administration, etc.
• Collaborates with department leaders to communicate with patients/others to resolve complaints and grievances within timeframes and escalates issues when appropriate.
• Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
• Participates in patient rounds for proactive response to potential complaints and offers service recovery as appropriate. Offers support in de-escalation and conflict resolution in difficult patient and visitor situations.
• Deals discreetly with sensitive, confidential information that may concern patient health issues, Endeavor Health professional conduct, or performance of departmental staff, ensuring compliance with all HIPAA regulations.
• Maintains professionalism during difficult customer and staff conversations.
• Maintains industry expertise on patient complaint and grievance management practices.
• Fosters and embeds a culture of patient and family centered care and outstanding customer service. Cultivates a culture of compassion and an organizational commitment for exemplary experiences for all staff, patients and family members that are in line with Endeavor Health's mission, vision, and values.
• Collaborates with leadership, to identify and mitigate barriers as identified through patient complaints. Participates in the development of programs and services that address specific aspects of the patient experience.
• Supports organizational committees to drive patient experience initiatives and ensure organizational alignment.
• Maintains up-to-date knowledge of organizational & patient population climates to effectively coordinate executive rounds related to high priority patient and employee experience needs.
• Focuses on targeted metrics and contributes to the positive outcomes for patients and the organization.

What you will need:

• Education: Bachelor's Degree preferred. 5 years of relevant work experience may be substituted in lieu of degree.
• Certification: n/a
• Experience: Two years of professional experience in healthcare or leadership role in customer service, process improvement, patient satisfaction, health administration, or related role.
• Unique or Preferred Skills:
• Strong interpersonal skills and analytical problem-solving skills
• Displays poise and diplomacy
• Conflict management, negotiating and decision-making skills
• Demonstrates a strong sense of empathy, listening skills, attentiveness to detail
• Ability to work independently and the desire to advocate for others
• Proficient knowledge of computer applications and database management systems

Benefits (For full time or part time positions):

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

At Endeavor Health, we are united by a shared commitment to working together to create a culture of connection and belonging-each of us bringing different skills and experiences as we deliver safe, seamless, and personal care. Every person, every time. We are committed to fostering an environment where all team members can be their best, learn, and pursue excellence together.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.