Patient Advocacy Specialist

• In cooperation with other departments and services, receives, documents, investigates and takes action on all patient/family grievances providing satisfactory resolution and when necessary, legal counsel.
• Responses to requests for assistance is provided within 24 hours of receipt.
• Follow-up to patient and/or staff regarding disposition is provided as evidenced by an accurate and up to date Grievance Log.
• Grievance letters are sent to patients per policy and regulations and documentation of disposition is available upon request.
• Action plans are developed and implemented that meet or exceed organization goals for customer surveys (patient, physician, and employee) as applicable.
• Patients, family members and employee focus groups are assembled and facilitated to identify, review and address customer service and employee satisfaction needs and areas of improvement as evidence by records of focus groups, the tracking of improvement efforts and reports on results to Leadership as available.
• Reporting, Analysis & Quality Compliance: This will have been satisfactorily performed when…
• Charts related to Patient Safety, Quality and Risk Management issues are reviewed as requested. Performs other miscellaneous data collection, input and reporting for Risk Management, Quality, Patient Safety, and Patient Satisfaction.
• Assistance is provided to patient care leadership through attendance at Patient Care Services patient satisfaction accountability sessions in developing action plans and tracking and trending results.
• As an active participant on improvement teams, opportunities for improvement are identified utilizing the organization Performance Improvement Plan. Develops reviews, revises and implements organizational and/or unit specific policies and procedures.
• All regulatory and licensing standards including JCAHO standards are met through compliance activities with quality control programs.
• As part of the SFMC and FMOLHS Patient Satisfaction Performance Improvement Team, assists with collection of data of leading indicators, development of measurements and trends and helps with the development and implementation of patient satisfaction strategies and plans across the health system.
• Patient Satisfaction reports from the Press Ganey website are downloaded, analyzed, prepared, distributed and presented on to appropriate personnel within specific timeframes.
• Committees & Training: This will have been satisfactorily performed when…
• All new team members in orientation are presented with information on service Excellence, grievance policies and educational in-services for staff on patient satisfaction.
• As requested by V.P., Directors, managers, develops and presents all educational in-services on patient satisfaction.
• Patient Family Advisory Committee - as the chair of the council, is responsible for planning the council meetings, coordinating with the other council leaders, communicating to the PFAC members to schedule meetings and send out information. For the meetings, is responsible for developing of the agenda, presentations, bring in other team members to present, organize the food, gather decorations, set up for the meeting, and host it. Additionally, ensures that all ideas discussed during the meetings are followed through on and properly researched.
• Nursing Council - Is responsible for maintaining the communication among the council members and creating the agendas and notes for the meetings.
• Is responsible for accurately and timely processing for the administration, nomination and coordination of the BEE Award and the DAISY award
• Other Duties as Assigned: This will have been satisfactorily performed when…
• Other duties as assigned are completed.
• Active participation in performance/quality improvement committees and projects is provided as requested.

• 2 years related experience in patient relations, hospitality, social services or related field.
• Bachelor's Degree in related field
• None
• Good interpersonal/human relations skills; Good oral/written communication skills; Good teamwork skills; Good critical thinking/decision making skills; Good organizational skills and computer skills.

Franciscan Missionaries of Our Lady Health System