Patient Advocate

Job Summary

The Patient Advocate serves as a liaison between patients, families, hospital staff, and leadership to address concerns, support patient rights, and promote a positive patient experience. This role provides a dedicated channel for resolving issues, coordinating across departments, and advocating for patient needs. The Patient Advocate helps patients and families navigate the healthcare system, facilitates communication, and supports service improvement by recommending changes to policies or procedures that enhance patient satisfaction and care delivery.

Essential Functions

• Promotes a proactive image of the hospital in matters of guest relations and patient satisfaction by routinely interacting with patients and visitors.
• Investigates and directs inquiries and complaints to appropriate hospital staff members and act as an intermediary to hospital administration on behalf of patients and their families.
• Encourages understanding and adherence by both staff and patient to the hospital's philosophy on patients' rights and responsibilities.
• Acts as a resource for patients, providing information and support from a patient-centered perspective before and after surgery.
• Facilitates communication between patients, families, and healthcare providers to ensure understanding of procedures, expectations, and available resources.
• Educates patients and families about their rights, responsibilities, and available resources to support informed decision-making.
• Maintains accurate, confidential records of patient interactions.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• 1-2 years of experience in patient advocacy or a healthcare support role, preferably in a surgical or clinical setting required

Knowledge, Skills and Abilities

• Knowledge of patient rights, healthcare policies, insurance benefits, and pre-authorization processes.
• Strong communication and interpersonal skills for effective interaction with patients, families, and healthcare staff.
• Problem-solving skills to address patient concerns and navigate insurance requirements promptly.
• Empathy and resilience to provide compassionate support to patients pre- and post-operatively.
• Organizational skills to manage multiple patient cases, maintain accurate records, and ensure timely authorization approvals.