Inspire health. Serve with compassion. Be the difference.
Job SummaryThe Senior Patient Advocate is an integral part of the Clinical Care Experience team and is responsible for supporting local patient advocates in responding to patients, families, and visitors with concerns and providing guidance on service recovery and resolution as needed. As the subject matter expert, the Senior Patient Advocate will coach, consult with and support local patient advocates in the coordination efforts to address/resolve more complex/clinically focused complaints and grievances across the continuum of care including acute, post-acute, and ambulatory care settings in compliance with CMS guidelines and other regulating bodies. The Senior Patient Advocate will identify opportunities and provide instruction in best practices, continuous improvement learning and methods to drive improvement/efficiency as part of the Pulse clinical operating system. This role will use skills in leading through influence and psychological safety frameworks to help drive team member engagement in the work. This role will require strong leadership skills to help create consistent, high quality work products to ensure a seamless patient experience across the continuum of care. The Senior Patient Advocate will work closely with the Patient Advocacy Executive Director and Clinical Operations Manager to develop and implement trainings and participate in system level assignments as needed. This role will require superior written/verbal communication skills, advanced problem solving skills, and the ability to analyze situations and provide strategic solutions. Additionally, The Senior Patient Advocate will be expected to function independently in a fast paced environment, disseminate information efficiently and provide recommendations for improvement. All team members are always expected to be an example of Prisma Health values.
- Complaints and Grievances: Responds to concerns received via phone, in person and in writing. Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. Partners with local patient advocates to address/provide first level guidance on more complex/clinically focused complaints and grievances, coordinating with Quality, Safety, and Risk Management as needed. Ensures all regulatory guidelines are followed. Appropriately tracks concerns in the electronic event reporting system. In compliance with regulation and Prisma Health guidelines, coordinates with Executive Director to turn over more serious concerns to Risk and Compliance to resolve. Produces applicable reports to track progress. - 30%
- Service Recovery: Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, and information. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Works closely with Patient Advocacy Executive Director, and Clinical Operations Manager to create effective coaching for leaders and team members in service recovery methodologies to reinforce the importance of resolving concerns at the point of care. – 20%
- Continuous Improvement: Highly effective in developing and implementing training sessions at the individual and group levels. In partnership with Patient Experience and using data and continuous improvement methodologies, coaches and mentors patient advocates in proactively closing performance gaps to improve efficiency and creates consistent work products across the continuum of care. Competently communicates conflict resolution techniques and corrective actions when necessary to assist with cultivating employees growth and development. - 20%
- Engagement: High degree of self-awareness with the ability to adapt to an individual's or group's needs by meeting them where they are. Models exemplary patient experience and professionalism at all times. Effectively teams across the organization, while demonstrating characteristics that support a psychologically safe environment. Participates in Patient Family Advisory Councils and organizational committees as assigned. – 15%
- Self-Accountability: Is self-motivated, meets deadlines, and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence. – 15%
Job has direct and/or indirect supervision of team members that may include final budget authority, hire/termination authority, performance appraisal responsibility and disciplinary authority. Job will be considered a member of management staff at Prisma Health or affiliate and will have direct reports.
- 1 year - Patient Advocacy Experience
- 3 years - Management/Leadership/Healthcare Experience
- Education - Bachelor's Degree
Knowledge, Skills or Abilities
Superior interpersonal communication skills (written and verbal)
Strong time management and organization skills
Ability to handle multiple projects in a face paced environment.
Confident positive attitude
Appreciation of diversity and multiculturalism
Ability to work independently and build working relationships throughout the organization
Skilled at managing programs and people.
Experience with coaching and mentoring employees at various levels promoting growth and cohesiveness within the company.
Bi-Lingual (Spanish) a plus, but not required - Preferred
Required Knowledge & Skills
- Basic computer skills including knowledge of database and data entry
- Knowledge of office equipment (fax/copier)
- Proficient computer skills (word processing)
Work ShiftDay (United States of America)
LocationGreenville Memorial Med Campus
Department70018010 Patient Advocacy
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
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