Patient Advocate

Role Overview: As a Patient Advocate in Consumer Relations at Fort Sanders Regional Medical Center, you will play a crucial role in humanizing the hospital experience for patients. Serving as an ombudsman and advocate between consumers and healthcare providers, you will act as the primary contact for patients, families, staff, administration, and physicians to address patient/visitor requests or complaints. Your main responsibility will be to document complaints/compliments and communicate with the relevant parties to resolve the situation effectively. Additionally, you will provide patient support in collaboration with the Organizational Leadership/Chaplain team. Key Responsibilities: - Assist patients, families, and visitors with hospital-related concerns and questions. - Ensure timely response and review of patient/visitor comments. - Establish and maintain an appropriate documentation and reporting system for patient/visitor problems or grievances, providing recommendations for resolution. - Identify and implement patient/visitor input when appropriate. - Conduct courtesy visits to patients/families whose stay exceeds five days, either personally or through volunteer visitors. - Offer regular visitation to provide assistance and support to patients and families. - Enhance the hospital's environment and image by delivering services and care effectively. - Foster cooperative relationships with other departments and medical staff. - Ensure patient, family, and visitor satisfaction with services offered. - Respond to requests for assistance from critical care areas and provide emotional and spiritual support to family members as needed. - Sit on the FSRMC Ethics Committee and oversee Lost & Damaged patient belongings in partnership with PX. - Communicate with nursing unit leadership regularly to address areas of concern and relevant issues. - Coordinate with Volunteer Services for the utilization of Volunteer Patient Visitors. - Maintain records and documentation to comply with local, state, federal, and JCAHO requirements. - Lead the FSRMC Grievance Committee and ensure patient rights are protected. - Establish and implement department policies and procedures. - Assist patients/families in understanding and completing Advanced Directive documents. - Participate in professional and community activities to promote community involvement. - Attend and/or conduct educational offerings and speak to hospital and community groups as requested. - Participate in hospital and community health-related activities and peer groups, remaining active in professional associations. - Follow policies, procedures, and safety standards, completing required education assignments annually. - Work towards achieving goals and objectives, participating in quality improvement initiatives as requested. - Support the hospital's philosophy, meet the department's performance standards, and exhibit professional behavior. - Assist in developing and achieving annual departmental goals and participate in various hospital committee meetings for decision-making and communication. - Perform any other related duties as required and requested. Qualifications: - Minimum Education: Non-specified; will accept any combination of formal education and/or prior work experience demonstrating the knowledge, skills, and abilities required for the job. Preferably possess a Bachelor's degree in a directly related field from an accredited college or university. - Minimum Experience: Three to four (3-4) years of experience in a healthcare environment with exposure to various departmental working relationships. - Licensure Requirements: None.,