• Job Description

  Req#: R055915

  Building Location:

  32nd Avenue Building

  Department:

  46410 Patient Relations

  Job Description:

  The Patient Relations Advocate provides system-wide support to Essentia Health patients when non-clinical service failures occur. The position works closely with departments and administration to facilitate quality patient relations and service to all patients and their families, fostering and supporting a culture where Essentia Health patients feel safe and cared for. The Patient Relations Advocate treats patients and their families with empathy and compassion to help us best recover from service failures, regain patient trust, learn from our mistakes, and make process improvements where needed. The role supports developing and implementing changes that improve patient relations and provides service recovery when indicated.

  Education Qualifications:

  Key Responsibilities:

  • Promotes patient centered care and service recovery practices through efficient and effective complaint resolution and through consultation and training of clinical staff in patient service recovery techniques and patient satisfaction strategies
  • Acknowledges receipt of concerns submitted via email, website, or letter, by communicating with the patient follow up expectations, and gathering any additional information
  • Collaborates and connects with cross-functional teams including Quality, Nursing, and others while rallying them to action for the health of the patient relationship
  • Thoroughly completes documentation regarding concern, findings, and response to the patient
  • Assists leaders with process reviews, participates in improvement projects, and works within the team to provide education to staff regarding Essentia Health’s Service Model and Service Recovery Programs
  • Assures the confidentiality of information-acquired pertaining to patient, physicians, employees, and visitors to Essentia Health
  • Demonstrates and actively promotes an understanding and commitment to the mission of Essentia Health through performing behaviors consistent with the Values I Bring Everyday (VIBE) Service Excellence Standards

  Educational Requirements:

  • Associates degree or Board Certified Patient Advocate (BCPA) or 5 years equivalent healthcare experience

  Required Qualifications:

  • 3 years' administrative support experience in a health care environment, including medical-related customer service

  Preferred Qualifications:

  • Experience using electronic medical documentation systems or database systems preferred
  • Excellent written and verbal communication skills to present information clearly and persuasively. Ability to present sensitive information with tact, diplomacy and respect
  • Excellent interpersonal skills necessary to interact effectively with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care
  • Crisis intervention and problem resolution skills. Ability to show creativity and apply quality improvement methods to problem solving
  • Experience in a patient relations or customer service role preferred

  Licensure/Certification Qualifications:

  FTE:

  1

  Possible Remote/Hybrid Option:

  Hybrid

  Shift Rotation:

  Day Rotation (United States of America)

  Shift Start Time:

  Shift End Time:

  Weekends:

  Holidays:

  No

  Call Obligation:

  No

  Union:

  Union Posting Deadline:

• About the company

  We're called to make a healthy difference in people's lives. 71 clinics/outpatient locations and 14 hospitals across Minnesota, North Dakota, Wisconsin, and Idaho.

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