Req# 28882 Aultman Health Foundation, CANTON, OH AULTMAN HEALTH FOUNDATION Aultman Health Foundation Full Time, Day Shift, 8a-4:30p JOB TITLE: PATIENT RELATIONS ADVOCATE DIVISION: SYSTEM RISK MANAGEMENT REPORTS TO: DIRECTOR OF RISK MANAGEMENT PURPOSE OF POSITION: The primary purpose of the Patient Advocate is to assist administration and department managers in maintaining good customer relations with the patient population through appropriate effective communication and problem solving. To assist in controlling the risk to the organization in an efficient, professional, and cost effective manner, in accordance with established procedures. WORKING CONDITIONS: 1. Normal hours are 8:00am - 4:30pm, Monday through Friday. No weekends or holidays. Other hours and shifts as required. 2. Lunch periods and breaks are flexible with daily work flow. 3. Subject to frequent interruptions and frequent change in priority of duties throughout the day. 4. Handle multiple tasks simultaneously. 5. No unusual physical activities or abilities required. 6. Hazard exposure rating: 3 QUALIFICATIONS: 1. Must be an RN with a BSN and current licensure to practice as a registered nurse. 2. Minimum of five years of clinical experience. 3. Demonstrates the ability to make decisions that are within the guidelines established by outside governing bodies and hospital policy. 4. Demonstrates the ability to understand and utilize the mainframe systems and computer programs. 5. Demonstrates the ability to appropriately handle frequent questions, problems and concerns in a courteous and professional manner. 6. Demonstrates strong, positive interpersonal communication skills with patients, families, physicians, employees and management and problem solving skills 7. Demonstrate the ability to maintain confidentiality, integrity, objectivity in dealing with employees, visitors and staff. 8. Demonstrate the ability to gather and analyze information; experience in conflict resolution MAJOR TASKS, DUTIES, AND RESPONSIBILITIES: 1. Provide a point of contact to patients/families for expression of compliments and concerns/grievances and refer concerns/grievances to the appropriate managers and vice presidents for resolution. Concerns/grievances and compliments are entered and tracked in the patient relations database. 2. Work closely with managers and vice presidents to provide prompt resolution of patient/family concerns/grievances. Assist with decision to provide administrative courtesy adjustments and/or reimbursement for patient's lost/broken personal items. 3. Identify patient/family concerns with a quality of care issue and/or potential liability. Provide for appropriate referral to the Quality Department or other department/committee as appropriate. Investigate potential liability issues and document findings. 4. Assist with administrative/clerical duties as needed to promote teamwork and productivity of the department. 5. Analyze Patient Relations data to determine trends and offer possible remedies. 6. Assists the Legal department in designing and implementing programs, policies and procedures. 7. Investigates and manages simple general liability claims against the organization. All such claims are entered and tracked in the claims management database. 8. Screens subpoenas and assists staff in preparing for testimony by coordinating meetings. 9. Participates in various hospital committees as assigned. 10. Provides orientation and continuing education to organization's st