Patient Advocate II - Emory University Hospital Midtown ID- 10680
About the position
The Patient Advocate II at Emory University Hospital Midtown plays a crucial role in managing patient complaints and grievances, ensuring regulatory compliance, and enhancing the overall patient experience. This position involves collaboration with various stakeholders to resolve issues, provide guidance on patient rights, and support service facilitation requests. The advocate serves as a voice for patients, identifying barriers to service and working towards effective resolutions while adhering to federal regulations and hospital policies.
Responsibilities
- Manage the investigation, management, regulatory compliance, and resolution of patient complaints and grievances.
- Collaborate with team members and external resources to support service facilitation requests.
- Resolve quality of service and quality of care complaints in compliance with regulatory guidelines.
- Serve in an advisory role to share the voice of the patient and support patient experience strategy.
- Investigate complaints and grievances, collaborating on issue clarification and policy review.
- Ensure timely intake, prioritization, and delegation of patient complaints and grievances.
- Lead the creation and distribution of reports for Grievance Review Committee and regulatory agency visits.
- Create and analyze reports from Risk Management documentation for trends and improvement opportunities.
- Collaborate with Patient Financial Services on billing complaints as needed.
- Conduct daily rounds in clinical areas to provide real-time coaching and address concerns.
- Prepare and present patient advocacy training classes, including new employee orientation.
- Respond to inquiries from insurance companies regarding quality of care and service concerns.
- Document investigations and resolutions in the event management system accurately and thoroughly.
- Engage with leadership to assess case consequences and make recommendations for timely resolution.
- Facilitate multi-disciplinary groups and arrange family meetings for complaint resolution.
- Work closely with risk managers to identify and investigate potential claims or lawsuits.
- Manage the formal grievance process according to CMS rules and EHC policy.
- Advise on content for patient-facing communications to improve patient experience.
- Design appropriate service recovery gestures, including monetary compensation and reimbursement.
Requirements
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Remote Live Chat, $45/hr, College Student, No Experience Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift Virtual Assistant, Remote, $35/hr, Part-Time, Night Shift Virtual Assistant, $40/hr, Evening, Remote, College Student Live Chat Support, Remote, $40/hr, Night Shift, College Student Live Chat Support, $42/hr, Weekend, Remote, No Degree Remote Moderator, $42/hr, Part-Time, Weekend, No Degree Part-Time Customer Support, $40/hr, Remote, College Student Virtual Assistant, No Experience, $40/hr, Remote, Part-Time Remote Data Entry, $45/hr, No Degree, Weekend, Night Job Remote Data Entry, $45/hr, Weekend Job, College Student Data Entry, $45/hr, Remote, Night Shift, College Student Job Live Chat Support, $40/hr, Weekend, Remote, No Degree Remote Data Entry, $42/hr, Evening/Night Job, No Experience Customer Support, $50/hr, Remote, Evening/Night Job, No Degree Remote Customer Support, $35/hr, Night Shift, No Degree Data Entry, $35/hr, Night Job, No Degree, Remote Virtual Assistant, Remote, $40/hr, Weekend, No Experience Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Virtual Assistant, $40/hr, No Experience, Remote, Night Job Data Entry, $50/hr, Night Shift, No Degree, Remote Job Virtual Assistant, $40/hr, Remote, Weekend, No Degree Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Virtual Assistant, $50/hr, Evening, Remote, College Student Virtual Assistant, $40/hr, Weekend, College Student, Remote Virtual Assistant, Remote, $40/hr, Weekend, No Experience Virtual Assistant, $35/hr, Remote, Part-Time, Evening Job Remote Moderator, $40/hr, College Student, Weekend Job Remote Phone Support, $45/hr, Evening, No Experience Required Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Virtual Assistant, $35/hr, Weekend, No Degree, Remote Live Chat Support, $35/hr, Remote, Night Shift, No Degree Phone Support, $50/hr, Weekend, Remote, No Experience Remote Phone Job, $42/hr, Part-Time, College Student Friendly Remote Phone Job, $40/hr, No Degree, College Student Friendly Live Chat Support, $35/hr, Remote, No Experience Required Remote Data Entry, $45/hr, No Degree, Weekend, Night Job Remote Moderator, $40/hr, No Degree, Weekend Job, Part-Time Data Entry, $45/hr, Remote, Night Job, No Degree Remote Customer Support, $40/hr, Weekend, No Experience Live Chat Support, $40/hr, Weekend, Remote, College Student Data Entry, Remote, $42/hr, Evening Job, No Degree Remote Customer Support, $35/hr, Night Shift, No Degree Remote Phone Support, $40/hr, Night Job, College Student Remote Customer Support, $40/hr, Part-Time, College Student Virtual Assistant, $35/hr, Evening, Remote, College Student Virtual Assistant, $42/hr, Evening, Remote, No Degree Part-Time Customer Support, $40/hr, Remote, College Student Data Entry, $40/hr, Evening Job, No Experience, Remote Data Entry, No Degree, $45/hr, Part-Time, Remote Job Remote Customer Support, $42/hr, Night Job, No Experience Phone Support, Remote, $35/hr, No Experience, Night Shift Virtual Assistant, $40/hr, Remote, No Experience, Night Job Remote Data Entry, $45/hr, No Degree, Night Shift Remote Live Chat, $40/hr, Part-Time, No Degree Required Remote Data Entry, $40/hr, Part-Time, College Student Job Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job Remote Customer Support, $42/hr, Night Job, No Experience Data Entry, No Degree, $40/hr, Part-Time, Remote Job Remote Virtual Assistant, $40/hr, Evening, Part-Time Job Virtual Assistant, $40/hr, Remote, Weekend, No Degree Live Chat Support, $40/hr, Weekend, Remote, No Degree Remote Customer Support, $45/hr, No Degree, Evening Job Remote Customer Support, $40/hr, Weekend, No Experience Virtual Assistant, Remote, $40/hr, Evening, No Experience Virtual Assistant, No Degree, $40/hr, Remote, Part-Time Remote Customer Support, $45/hr, No Experience, Part-Time Weekend Customer Support, $42/hr, Remote, College Student Virtual Assistant, Remote, $40/hr, Weekend, No Experience Remote Customer Support, $45/hr, No Experience, Part-Time Customer Support, $42/hr, Weekend Job, Remote, No Degree Virtual Assistant, Remote, $40/hr, Weekend, No Experience Part-Time Data Entry, $45/hr, Remote, College Student Friendly Customer Support, $42/hr, Remote, Part-Time, No Degree Live Chat Support, $50/hr, Remote, Night Shift, No Degree Data Entry, Remote, $40/hr, Night Shift, No Degree Live Chat Support, $45/hr, Part-Time, Remote, No Degree Remote Phone Job, $50/hr, College Student, Night Shift Customer Support, $50/hr, Night Job, Remote, No Experience Entry-Level Remote Data Entry, $35/hr, Evening Job Live Chat Support, $45/hr, Weekend, Remote, College Student Remote Data Entry, $40/hr, No Degree, Night Shift Data Entry, $40/hr, Part-Time, Remote, Weekend Job Remote Data Entry, $40/hr, Part-Time, No Degree Required Remote Data Entry, $40/hr, No Degree, Weekend, Night Job Phone Support, Remote, $40/hr, Evening/Night Shift Virtual Assistant, $40/hr, Remote, No Experience, Evening Remote Phone Job, $42/hr, Part-Time, No Experience Required Evening Virtual Assistant, Remote, $45/hr, No Experience Remote Phone Support, $45/hr, Evening, No Experience Required Remote Phone Job, $45/hr, Part-Time, No Degree Required Remote Data Entry, $45/hr, No Degree, Weekend, Night Job Data Entry, Remote, $40/hr, Evening Job, No Degree Virtual Assistant, No Degree, $40/hr, Remote, Part-Time- 3-5 years of customer service or case management experience.
- Healthcare experience working with clinical teams and/or patients preferred.
- Demonstrated conflict management and problem-solving skills.
- Proficiency in computer programs such as customer databases, Microsoft Office, and electronic medical record systems.
- Ability to work independently and manage multiple tasks effectively.
Nice-to-haves
- Bachelor's Degree in healthcare preferred.
- Associate degree or case management/customer service experience.
Benefits
- Comprehensive health benefits starting from day one.
- Student Loan Repayment Assistance & Reimbursement Programs.
- Family-focused benefits.
- Wellness incentives.
- Ongoing mentorship, development, and leadership programs.
