Job Description

POSITION PURPOSE

The Patient Advocate position is responsible for investigating, resolving, documenting and reporting organization-specific patient complaints, concerns and grievances. This position acts as liaison between patients and families and THS staff regarding treatment services and/or customer service.

MINIMUM MANDATORY QUALIFICATIONS

Experience: Three (3) years' direct experience in a healthcare environment or direct customer service environment. Education: Associate's Degree in Healthcare, Business Administration or related field or equivalent experience. Mandatory Knowledge, Skills, Abilities and Other Qualifications: Possess strong customer service and interpersonal communication skills. Knowledge of THS Patient Rights Policies, Center for Medicare/Medicaid Services and Patient Care Experience practices. Excellent analytical skills, including analysis, planning, organizing and troubleshooting. Proficiency in computer software and applications associated with a business environment, including Windows-based software/systems and Microsoft Office 365 (Excel, Outlook, PowerPoint and Word). Strong oral/written communication and presentation skills. Ability to interact with physicians and department supervisors/managers for effective problem resolution. Ability to establish and maintain highly effective working relationships with staff, senior level leaders, customers and others encountered in the course of work. Ability to work independently with minimal supervision. Ability to evaluate and prepare reports in standard formats. Ability to address difficult, awkward situations with tact and diplomacy. A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. Holy Cross Medical Center

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