Patient Advocate Full-Time Days – AdventHealth Shawnee Mission

All the benefits and perks you need for you and your family:

• Vision, Medical & Dental Benefits from Day One

• Student Loan Repayment Program

• Received Magnet® recognition from the American Nurses Credentialing Center in January 2019

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: FT Days, 40 hours/week

Shift:

Monday-Friday

No Weekends

No Call

Location: AdventHealth Shawnee Mission

9100 West 74th Street, Merriam, KS 66204

The community you’ll be caring for:

At AdventHealth Shawnee Mission, formerly Shawnee Mission Medical Center, you're more than just a number on a chart. You're a whole person, who functions best when physically, emotionally, and spiritually fit. Find whole-person care, dedicated teams and staff, and a wide variety of medical services, all at our hospital in Shawnee Mission, Kansas.

The role you’ll contribute:

The Patient Advocate functions as an advisor, consultant, and advocate to patients, their families, and the hospital. The Patient Advocate transcends departmental lines and interacts with staff at all levels within the organization. Patient Advocate facilitates the grievance process according to CMS regulations and hospital policy, ensures compliance with CMS Condition of Participation and The Joint Commission related to Patient Rights. Provides customer service support to off-site locations including but not limited to Prairie Star and SMPG location

The value you’ll bring to the team:

· Utilizes the Performance Improvement Model

• Utilizes excellent interpersonal skills to deal with challenging situations while maintaining strong supportive relationships. Readily available for questions; handles requests in a courteous and respectful manner.

• Communicates effectively, both written and verbally.

· Demonstrates a proactive attitude and seeks to remedy situations before mistakes are made or corrects errors when found; takes responsibility for the overall “quality image” of the department.

· Ensures accuracy of data collection and submission; validates integrity of data collected.

· Develops data reports for projects, committees, hospital departments, medical staff departments, as designated.

· Participates in hospital-wide outcomes and quality improvement initiatives/ performance improvement teams as indicated.

· Assists in efforts to improve and streamline the process and workflow of the department.

· Demonstrates the ability to set appropriate priorities.

· Recognizes how absence impacts the functioning of the healthcare team and strives to minimize this effect.

· When requested, is willing to adjust personal schedule in order to complete workload when necessary

· Attends educational offerings as needed to promote continuous learning and support to department.

· Coordinates, investigates, and resolves patient and family concerns and grievances concerning the quality of care and services by following the formal grievance mechanism for the organization

· Responds to concerns and grievances through follow-up letters to patients and families within the CMS requirements and according to SMMC policy

· Initiates patient visits to determine if needs are being meet

· Available for phone complaints and walk in complaints.

· Uses good communication skills and problem-solving techniques when communicating with patients families.

· Maintains current knowledge of JCAHO and CMS patients’ rights chapter / CoP’s e.g. patient complaints /grievances, interpretive services, and patient rights and responsibility. Strives for compliance with those standards and regulations.

· Maintains database utilized for tracking patient comments and grievances, ensuring timely and accurate entry and closure.

· Coordinates language access services, e.g. interpretive services, assistive devices, etc.

· Timely monitors and validates accuracy of invoices for interpretative services.

· Attends educational offerings as needed to promote continuous learning and support to department.

· Participates in hospital committees and meetings as assigned.

· Works with Department Director, physicians and other staff to maintain an optimal level of communication to benefit our customers within the hospital environment.

· Identifies potential problems/ claims and issues and reports them to the Director

· Foresees potential problems and intervenes to offset adverse impact to customer relations.

· Makes sound decisions after gathering factual, objective information during the investigations.

· Advises appropriate personnel of situations requiring follow-up attention; i.e. Department Manager or co-workers.

· Ability to prioritize, plan and execute while pursuing various projects simultaneously.

· Cross trains to others’ assignments within the department to gain depth in duties and allow cross coverage.

Qualifications

The expertise and experiences you’ll need to succeed:

· Bachelor’s Degree

· Up to 1 Year of Position-Related Experience

EDUCATION AND EXPERIENCE PREFERRED:

· Master’s Degree

· 2 to 5 Years of Position-Related Experience

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

· Kansas Licensure in a healthcare field

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Shawnee Mission

Schedule: Full-time

Shift: 1 - Day

Req ID: 24022829

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.