Full Time Days; 8am to 4:30pm

JOB SUMMARY:

• The Patient and Family Advocate is dedicated to improving the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received. The scope of these duties extends to the inpatient, outpatient, and off-site clinical areas. The incumbent is responsible for providing assistance/support as needed with patients, families, and staff that are in contact with the Patient Experience department with a focus on proactive rounding, service recovery, and mitigation of concerns.

ESSENTIAL FUNCTIONS OF THE JOB:

• Investigates patient and family concerns, provides crisis intervention and mediation for complex situations throughout SRH including dialogue with patients and families and facilitation of family meetings/care conferences.
• Responds to patient/family complaints and grievances verbally and in writing on behalf of SRH and ensures regulatory compliance throughout the process.
• Works closely with the medical staff, nursing, and leadership to achieve resolution of the concern at the most appropriate level within the organizational structure.