Patient Family Advocate (Non-Exempt)

Advocates for patients and family members to assist with navigating through complex healthcare processes and assists with resolving conflicts, and complaints. Must have a working knowledge of MS Office software. Activities require critical thinking skills, some independent judgment, accurately documenting and maintaining records of a confidential nature, and responding to patients and families in a timely manner.

Patient Advocacy

Interacts with patients and family members in face to face, or telephone encounters. Actively works toward resolution to any questions, or concerns voiced, in collaboration with co-workers across the ministry.Ensures timely follow-up to everyone involved.

Patient Grievance Process

Accurately documents patient grievances in SAFE. Forwards issues to appropriate leader(s) for collaboration on resolution.Types response letters to patients.

Interpreter Services

Facilitates interpreter requests for patients who are deaf or have limited English proficiency across the Mercy Hospital community. Deploys video remote interpreter devices to nursing floors for inpatients.Maintains accurate schedule of interpreter requests.

Patient Belongings

Facilitates communication to patients regarding belongings that have been left at the hospital. Maintains accurate log of belongings located in Patient Relations.

Volunteer Patient Advocates

Prepares daily census for volunteer advocates. Assists volunteers with resolution to patient issues.

License/Registration

Current license/registration required for position:

None

Education

Minimum Required:

High School Diploma or equivalent

Experience

Required 5 Years of Experience working in a healthcare setting.Experience working with patients and family members preferred.

Additional Education/Experience Information:

Computer literate and knowledgeable regarding Microsoft Windows and Microsoft Office.

Environmental Conditions

Employee may be exposed to:

Radiation, Fumes, Electrical Hazards

Physical Requirements:
* Position requires the ability to push, pull, and/or lift 50 lbs on a regular basis.
* Position requires prolonged standing and walking during each shift.
* Position requires the ability to grip, reach, bend, kneel, twist, and squat to perform duties.

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.