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Department

Job Summary:
 

This role is responsible for promoting patient and family centered care through listening compassionately to the experiences of our patients and focusing on building outstanding relationships in person, through email or by telephone. 

Under general supervision, the Patient Advocate Coordinator is a central resource, frontline contact person, and provides clerical support to the Patient Advocate office. Answers phone calls, checks voicemails, and greets patients and visitors who are sharing concerns for the Patient Advocate team to handle. Helps to improve workflow by entering cases into our database and evenly delegating cases to the Patient Advocates. Resolves cases when appropriate. Routes all other communications with the office (phone, e-mail, web-based) to the appropriate advocate and/or departments. Partners with and assists Denver Health staff with immediate and proactive service recovery.

Essential Functions:

• First point of contact for clients (i.e. patients, families, community members, and DH Staff) with the Patient Advocate Office. (5%)
• Explains purpose of the office, what services we offer, and the process for feedback. (5%)
• Listens and responds to the expressed needs and concerns of our clients. (5%)
• Documents concerns that are expressed using our database. (5%)
• Facilitates resolution of low to medium risk concerns and triages high level concerns, while abiding by all applicable state and federal guidelines. (5%)
• Demonstrates and supports the principles of patient and family centered care. (5%)
• Educates patients and families to promote their understanding of patient rights and responsibilities. (5%)
• Ensures quality processes and accurate patient and family complaint file management for the team caseload. (5%)
• Refers patients to appropriate services and resources. Provides patients/clients with alternative resources to meet needs, and solve problems through knowledge of Denver Health and Community Services and resources. (5%)
• Finds new resources as appropriate to meet customers' needs. (5%)
• Maintains and updates relevant resources for the team and for patients. (5%)
• Builds and maintains relationships through communication and processes that create trust and respect, including following up with patients when issues arise. (5%)
• Establishes and maintains effective working relationships with other employees, organizations, and the public in difficult situations. (5%)
• Serves as designated liaison between patients, the health facility, and other agencies through which patients may voice their problems and concerns. (5%)
• Identifies and assesses problems that may arise: investigates and directs inquiries and complaints to appropriate medical staff members. Follows up on complaint to ensure resolution is satisfactory. (5%)
• Thoroughly logs and documents all patient concerns in Database, including summary, patient information, progress notes, appropriate documents, and resolution/outcome. (5%)
• Enters and acknowledges all pending cases in database within 3 business of receipt of concern. (5%)
• Delivers phone messages accurately and promptly. (5%)
• Refers patients or other callers to the appropriate personnel. (5%)
• Performs other duties as assigned. (5%)

Education:

• High School Diploma or GED required.
• Associate's degree preferred.

Work Experience:

• Two years of customer service, clerical support, and/or patient representative experience required.

Knowledge, Skills and Abilities:

• Bi-Lingual (English and Spanish), preferred.
• Excellent verbal and written communication skills as well as good interpersonal human relation skills.
• Ability to communicate effectively in written and verbal form, including acknowledgment, continuation, and resolution letters.
• Skill in filling out forms and completing paperwork relative to the work assignment, including use of database.
• Knowledge and familiarity with basic medical terminology and processes, preferred.
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook).
• Previous experience with database entry, preferred.

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program 

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For more about our commitment to diversity visit: https://www.denverhealth.org/for-professionals/careers/diversity-and-inclusion

Applicants will be considered until the position is filled.

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About Denver Health

Take your career to the next level at Denver Health, where we offer a robust benefits package and endless opportunities for growth. Denver Health is a nationally-ranked, locally-trusted, premier healthcare institution located in the heart of Denver, Colorado.Twenty-five percent of all Denver residents, or approximately 150,000 individuals, receive their health care here. We are known as an integrated health care system that encompasses multidisciplinary academic specialties, a community health system, a level I adult trauma center, pediatric emergency and urgent care center home to Denver Public Health and many of the nation's leaders in medicine.Denver Health is an Equal Opportunity Employer At Denver Health we pride ourselves on our commitment to diversity. Equal opportunity is a fundamental principle of Denver Health. As an equal opportunity employer, Denver Health is committed to recruit, hire, promote and administer all human resource actions in a non-discriminatory manner. Denver Health is committed to providing equal opportunities in all business practices and to all persons regardless of age, race, color, national origin, genetic information, religion, sex, pregnancy, disab...ility, sexual orientation, gender identity, gender expression, marital status or veteran status (collectively “protected status”). Denver Health strives to maintain a work environment that is free from unlawful harassment and discrimination and will not tolerate any such conduct by employees or directed at employees within the scope of their employment. Read the full Human Resources Employee Principles and Practices policy.

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