Job Description

POSITION SUMMARY :

The Patient Advocate serves as liaison between the Medical Center and its patients and their families, visitors, and the community. They work closely with Chiefs of Services, Vice Presidents, Department Heads, etc., to increase patient satisfaction and improve the delivery of health care. 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 Advocate EX

Department : Quality and Safety

Schedule : Full Time

ESSENTIAL DUTIES:

• Investigates and responds to complaints by researching cases, including record review and interviewing patients, families and  Managers, Directors and Clinical Service Chiefs. 
• Analyzes issues and recommends interventions and solutions. 
• Acts as primary hospital representative in the area of complaint/problem resolution Provides ’s Administrative response to complainants.
• Identifies and refers cases to appropriate department managers for investigation, problem resolution and follow-up.  Tracks outcomes.
• Identifies and refers cases as appropriate to the General Counsel and Risk Manager. 
• Provides assistance to ’s external litigator as required.
• Serves as hospital ombudsman and neutral third party to mediate patient/physician disputes.
• Acts as hospital liaison between complainants and the organization.
• Develops and maintains database for tracking, trending and documenting of complaints, interventions and outcomes. 
• Conducts quality analysis to identify recurring problems.
• Prepares reports as required.
• Prepares reports and statistics to fulfill mandated external reporting requirements.
• Maintains confidential files as required by Department of Public Health.
• Assists in the development of policy by identifying problem areas, assessing patient satisfaction levels and making recommendations for establishing new policies and procedures. 
• Participates in organization-wide Quality Improvement teams.
• Develops and provides training and education for departments, physician groups and new employees regarding patients’ rights, advance directives and the Patient Advocacy Program.
• Acts as an internal consultant in the areas of patient satisfaction, problem resolution, patient advocacy, JCAHO standards and quality improvement. Serves on permanent committees and limited purpose teams to represent patient’s interests.

EDUCATION:

• Bachelor’s Degree required
• At least 2 -3 years customer service experience; experience in patient advocacy, nursing or social work

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE : This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment. 

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