Patient Advocate

*Summary:* The role of the Patient Advocate is to be a liaison between MSHS and our patients, family members and other interested parties to work to resolve any concerns/ complaints/ grievances that are shared.
*Essential Duties include (but not limited to):* * Supports the mission, vision and values of MSHS * Works directly with patients, family members, and staff to resolve concerns/ complaints/ grievances and maintain positive relationships * Responds to requests for support from clinical areas with volatile or sensitive patient/ family interactions * Tracks, analyzes and trends patient satisfaction data.
* Research medical records, interview involved parties, document findings, formulate responses within required steps and time frames, and generate correspondence reflecting appropriate conclusions/ resolutions * Manages all primary level customer grievances, concerns with escalation of high level issues to CNO for coordinated response * Utilize data bases, including incident reporting system to identify patterns of risk, safety and care issues, and possible quality improvement/ education needs * Develop and monitor reporting system of identified risks and communicate results * Identify, plan and facilitate Learning from Defects, Root Cause Analysis, etc.
, processes for identified high severity level incidence within the required time frame.
* Apply techniques of problem solving, active listening, negotiation, diplomacy and diffusion of emotions with people who are anxious, ill or angry.
* Champion performance improvement efforts to continuously improve our processes and systems * Collaborate with administrators, managers, physicians, and hospital staff to effectively resolve complaints and patient care issues * Provide education related to customer service, patient rights, or topics relating to concerns/ grievances * Supports functions of and collaborates on various risk management and quality improvement projects * Other duties as assigned *Qualifications Required:* * RN required, BSN strongly preferred * 2-3 years of experience in a patient advocate or nursing leadership role * Reports directly to the Chief Nursing Officer * Patient and Community service focused * Positively represents the MSHS both within and outside the organization * Good attendance record * Computer literacy with Word, Excel and EMR * Able to work a flexible schedule when needed Job Type: Full-time Pay: $58,000.
00 - $61,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Disability insurance * Health insurance * Life insurance * Paid time off * Vision insurance Healthcare setting: * Clinic * ER * Hospital * Outpatient Medical specialties: * Primary Care Schedule: * 8 hour shift * Day shift * Monday to Friday Work Location: In person