• Job Description

  Req#: 11097

  Overview

  Patient Advocate/Rounding Coordinator

  The Department of Patient Experience is responsible for providing open lines of communication and complaint resolution. As the Patient Advocate you will serve as a polished customer service advisor for hospital staff and leadership. You will be responsible for managing the process of appropriately responding to patient and family complaints and grievances. In addition to serving the hospital as a patient advocate, you will also be responsible for coordinating rounding practices training and validation with the Director of Patient Experience and AVP of People and Experience. As the Rounding Coordinator you will be responsible for helping schedule staff education, tracking rounding validation and reporting, and maintaining positive relationships with leaders across the organization.The ideal candidate for the Patient Advocate/Rounding Coordinator position has a proven record of:

  • Demonstrating a high level of professionalism and maintaining control in stressful situations
  • Demonstrating exceptional oral and written communication skills
  • Serving as a neutral facilitator and negotiator between patient/customer and staff
  • Excellent organizational skills and a proven ability to meet deadlines
  • Communicating feedback effectively
  • Developing and maintaining strong relationships

  Come join a hospital dedicated to you and your career!

  VHC Health is a 453-bed not-for-profit nationally recognized Hospital and teaching facility that has been delivering high quality care to the Washington, DC metropolitan area for over 75 years. VHC health is a proud member of the Mayo Clinic Care Network (a national network of independent healthcare organizations), a designated Level II Trauma Center and a recognized Magnet Facility by the American Nurses Credentialing Center. We are proud to announce that the Leapfrog Group has awarded the hospital with an 'A' grade in Hospital Safety for the 19th year in a row, achieved an Outstanding Patient Experience Award™ for the 10th year in a row and has ranked Number 2 in “Best Hospitals” in the Washington, DC area by U.S. News and World Report's 2021-2022 rankings. At VHC Health, we are always striving to provide continued excellence and growth for our employees as well as top notch care for our patients.

  Qualifications

  • Bachelor's Degree in a related field preferred.
  • Two years of experience in hospitality or customer service required.
  • One year of experience in the healthcare hield preferred.

  Responsibilities

  • Makes in-patient rounds to visit patients and provides prompt resolution of complaints.
  • Triages all incoming telephone calls and alerts Director to urgent patient care issues requiring attention. Provides immediate short-term service recovery efforts on all issues. Maintains meticulous documentation and resolution of all patient complaint issues.
  • Scheduling and tracking rounding training and validation.
  • Coordinate needs assessments, training, and follow-up of all rounding with appropriate Department Heads, instituting changes.
  • Assists in program development and training calendar for all Customer Service Educational sessions.
  • Triage and resolve minor patient complaints. Notifies the appropriate Department Head for prompt resolution of issues.
  • Serve as a representative for the Director of Patient Experience in that person's absence at all departmental meetings.

  Benefits

  Team members are eligible to receive benefits on the first day of the month following the date of hire, with 30 days to apply for benefits of choice.

  • Paid Major Holidays
  • Generous Paid Time Off / Vacation / Sick Time
  • Health Insurance
  • Dental Insurance

  • Tuition Reimbursement

  • Student Loan Repayment
  • Overtime Pay, Call Pay, Preceptor, Charge and Call Back Pay Eligible

  • Career Counseling, Leadership Development and Training

  • Clinical and Research Pathways Eligible
  • Annual Merit Review and Merit Increases
  • Employee Assistance Program (EAP)
  • Flexible Spending Accounts (FSA)
  • Health Savings Account (HSA)
  • Health Fitness & Education Class Discounts
  • Employee Wellness Benefits
  • Hospital Discount for Employees and Family

  • VHC Health Outpatient Pharmacy

  • VHC Retirement Program
  • Workforce Enhancement Program
  • Work/Life Discounts Program
  • Free onsite parking
  • Commuter Benefits
  • Family Leave
  • 401(k) + Match

  • and much more!

• About the company

  Virginia Hospital Center is now VHC Health™, the region's community health system providing exceptional medical services to the Washington, DC metropolitan.

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