Job Summary:

As a key member of the Nursing Administration team, the Patient Advocate will report to the Chief Nursing Officer to help our patients navigate the complexities and obstacles of the healthcare system. The Patient Advocate will have primary day-to-day responsibility for informing patients of their rights, responding to patient queries or complaints, resolving issues, performance of treatments, and gathering of data of patient assigned. Contributing to an individualized plan of care under the supervision of a Registered Nurse, provision of patient education as directed, maintenance of a record of care provided.

Essential Functions:

• Rounds on Acute nursing units throughout the shift, assisting patients/patients’ family members and staff in creating a positive patient experience and/or facilitating resolution to patient and family concerns
• Communicates with members of the health care team regarding any issues that require follow up or monitoring
• Provides patients with a forum in which they can freely communicate needs or concerns by making a “connection” with the patient and/or significant other
• Getting information for patients and asking specific questions
• Carrying out patient requests
• Documenting patient complaints and taking necessary steps to resolve them
• Reviewing patient paperwork for accuracy and completeness
• Keeping the patient and their loved ones up to date on test results, diagnoses, treatments available, etc., in collaboration with the Primary Care Physician and Assigned Nurse
• Providing patients with all the information they need to make informed decisions about their healthcare.
• Writing down information and answers to questions for patients
• Solving conflicts and crisis situations with health care professionals and family members
• Prepares and submits reports as requested in a timely manner
• Making sure patients’ rights are met
• Serves as a role model for the Mission, Vision and Values of the organization and fulfills other job duties as requested within the scope of practice

Behavioral Standards:

• Exhibits customer and service-oriented behaviors in everyday work interactions.

• Demonstrates a courteous and respectful attitude to internal workforce and external customers

Communication/Knowledge:

• Demonstrates stellar bedside manner

• Works well in a fast-paced facility

• Remains calm during emotional conversations

• Explains medical information clearly and concisely

• Builds strong relationships with patients and colleagues

• Provides accurate and timely written and verbal communication of information in a manner that is understood by all

• Able to listen, understand, problem-solve, and carry-out duties to ensure the optimal outcome

• Able to use IT systems in an accurate and proficient manner

Collaboration/Teamwork:

• Contributes toward effective, positive working relationships with internal and external colleagues

• Demonstrates cooperation, flexibility, reliability, and dependability in all daily work activities and a willingness to collaborate with others for the good of the customer and the organization

Qualifications: