The Patient Advocate Specialist reports to the Director of Patient Experience and is responsible for interacting directly with patients and families to listen, documents, and manage resolution for service recovery by coordinating a centralized complaint management system that efficiently and effectively eliminates or decreases barriers that impede patient and/or family satisfaction in accordance with CMS regulations and compliance as well as internal policies and procedure. This position coordinates the information flow between the organization customers. The Patient Advocate creates and analyzes data related to patient experience. The Patient Advocate also assists in planning, developing, organizing and supporting the implementation of programs and process designed to build patient and customer relationships and to improve performance to ensure the achievement of organizational goals and objectives specific to the assigned service area of UnityPoint Health. This role supports operations for customer service and patient engagement trainings, interpretation of data and research, patient satisfaction improvement initiatives, promotions and communications, reward and recognition, and works collaboratively with executives, managers, physician leaders and others to assure effective implementation of tactics and strategies around patient/member experience and engagement.
The Patient Advocate Specialist is a fluent user of the online evaluation and improvement tools available through the third-party administrator of system patient experience surveys. The Patient Advocate Specialist provides leadership, coordinating guidance and mentoring to others involved in patient experience and loyalty work. In addition, the Patient Advocate Specialist may present information to Quality Boards and other Senior Leadership Councils and Committees as needed.
Bachelor’s degree in business, nursing, patient relations/satisfaction, or related field required Master’s degree in healthcare administration or similar. Performance Improvement experience preferred. Proven ability and experience in customer service.
3+ years of work experience, preferably in healthcare. Knowledge of customer service theories and practices, and knowledge of healthcare services and patient relations required. Experience with The Studer Group, Baptist Leadership Group, Ritz Carlton, the Beryl Institute or other customer service thought leader strongly encouraged. Proficiency with online patient experience improvement tools and report generation is necessary.
License(s)/Certification(s): Valid driver’s license when driving any vehicle for work-related reasons.
• Excellent oral and written communication skills to effectively interact with management, staff, customers and general public. • Ability to interpret, analyze and evaluate information in an organized and timely manner. • Possess problem solving skills and the ability to synthesize information to make appropriate decisions. • Proficient in Microsoft Office programs including Word, Excel, and PowerPoint. • Performs as a team player representing Trinity in a positive manner. • Must be self-directed, self-motivated, reliable, articulate who works effectively and comfortably working against deadlines; complete multiple tasks in a timely manner. • Maintain confidentiality of sensitive issues; facilitate conflict to positive team goals, gives and welcomes feedback, and uses effective chain of command in resolving conflicts. • Self-starter who independently organizes. • Ability to negotiate between parties, facilitate conflict resolution, and constructively deal with emotional situations. • Must exhibit professional, friendly attitude both on the telephone and in person • Must be able to prioritize work and adjust projects to meet changing demands • Ability to establish and maintain effective working relationships with UnityPoint Health staff, affiliated physicians and businesses, community and other professional groups • Ability to understand and apply guidelines, policies and procedures • Excellent collaboration and team-building skills • Excellent interpersonal and communications skills (verbal and written)
Internal Number: 61084
About UnityPoint Health Trinity
UnityPoint Health - Trinity is a regional integrated health care delivery system in the Quad Cities, including four full-service hospitals in Rock Island and Moline, Illinois and Bettendorf and Muscatine, Iowa with a total of 584 licensed inpatient beds. Trinity’s hospitals, clinics, home health care agency, mental health center, health sciences college and residency program employ more than 3,000 employees. Together, we are working toward physician-driven, patient-centered care to achieve our vision of delivering the best outcome for every patient, every time.
UnityPoint Health team members come for a job, but stay for a career. As a team member, you'll get the chance to change lives on a daily basis in order to deliver the Best Outcome Every Patient, Every Time- regardless of your position. That privilege drives employees' passion for making a difference in the lives of our patients, helping them create healthier, more rewarding lives. UnityPoint Health sets high expectations for team members in order to establish a trusted team capable of taking on the toughest of challenges.
The Quad Cities is a connected, creative and prosperous bi-state community on the banks of the mig...hty Mississippi River. The region is made up of Davenport and Bettendorf in Iowa - Moline, East Moline, and Rock island in Illinois - and other surrounding communities. The Quad Cities is a great place to live and work. It offers something for everyone including arts and culture, amazing festivals and events, innovative and superior schools and universities, and quality healthcare. The Quad Cities is a premier destination for young professionals and families and sits only hours away from Chicago, St. Louis, and Des Moines.