At least 2 -3 years customer service experience; experience in patient advocacy, nursing or social work preferred.
KNOWLEDGE, SKILLS, & ABILITIES:
Excellent English communication skills (oral and written). Bilingual skills appropriate to the patient population served, is a plus.
Excellent interpersonal skills to instill confidence and to advocate for patients and their family. Patient-oriented demeanor that depicts concern and caring attitude towards all.
Excellent listening skills, ability to diagnose problems, resolve conflict, and develop practical solutions.
Compensation Range:
NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.
Equal Opportunity Employer/Disabled/Veterans
Benefits
Health insuranceDental insuranceVision insuranceFlexible scheduleEquity / stock optionsPerformance bonus
Additional Information
POSITION SUMMARY:
Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints. Serves as a resource to staff for patient rights, advanced directives, problem resolution, and patient advocacy.
Position : Patient Advocacy Administrator
Department : Patient Advocate
Schedule : Full Time
ESSENTIAL DUTIES & RESPONSIBLITIES :
JOB REQUIREMENTS
Serve as liaison between patients, visitors and staff in expressions of commendation and concern.
Investigate and respond to complaints and grievances regarding the care delivered at BMC.
Serve as mediator.
Facilitate family meetings, as appropriate.
Serve as a resource to staff for patient rights and problem resolution.
Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints.
Serves as a resource to staff for patient rights, advanced directives, problem resolution, CARe process (Communication, Apology and Resolution) and patient advocacy.
Represent the patient perspective on hospital committees.
Identify trends relative to the overall patient experience at BMC--identify strengths as well as opportunities for improvement.
Work collaboratively with several departments including Risk, Quality and Patient Safety to mitigate patient risk.
Enter cases into the RL Solutions Feedback database.
JOB REQUIREMENTS
EDUCATION:
Bachelor's degree ( or equivalent combination of formal education and experience ) required. Masters degree in Public Health, Social Work, Nursing or Psychology preferred.
Bmc · Boston