Emory Healthcare/Emory University • Atlanta, GA 30309
Job #2749633991
Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
Comprehensive health benefits that start day 1
Student Loan Repayment Assistance & Reimbursement Programs
Family-focused benefits
Wellness incentives
Ongoing mentorship, development, and leadership programs
And more
Work Location: Atlanta, GA
Description
RESPONSIBILITIES:
Patient Advocate coordinates the investigation, management, regulatory compliance and resolution of complaints and grievances
Patient Advocate will work with all team members across the system to support service facilitation requests on behalf of patients, families, EHC leadership, physicians, and staff
Reports to Patient Experience Director
Responsible for timely intake, prioritization and delegation of patient complaints, grievances and service facilitation requests
Investigates complaints and grievances and collaborates on issue clarification, chart review, policy and procedure review and interviewing
Assesses case consequences, escalates and makes recommendations based on investigation of complaints
Triages incoming concerns and requests: email, phone, in-person and web: completing intake form and online event management systems
Escalates cases to patient advocate for follow up and resolution as needed
In compliance with regulatory guidelines, resolves quality of service and quality of care complaints and grievances within the Emory Healthcare organization
Responsible for timely, accurate, and thorough documentation of investigations and resolutions in the event management system
Engages with multiple levels of Emory Healthcare leadership for timely resolution for complaints and grievances
Works with risk management, quality department, social services, chaplaincy, physicians, public safety, executive administration and financial services on appropriate written and verbal responses to patient grievances
Convenes and facilitates multi-disciplinary groups and arranges family meetings as needed for resolution of complaints and grievances
Works closely with risk managers to identify and investigate matters that have the potential to become a claim or a lawsuit
Participates in the formal grievance process according to CMS rules, Joint Commission and EHC policy
Performs daily rounds in designated areas and partners with clinical teams to address questions, concerns and resolution of requests and performs routine rounds of common areas and reports facility and safety issues needing attention
Serves as a resource to patients, families, and staff-for interpretation of Patient Rights and Responsibilities, including HIPAA and Non-discrimination policies
Advises on patient-facing communications to improve patient experience
Determines appropriateness of service recovery gestures including decisions relating to monetary compensation and reimbursement
Attends meetings, huddles and educational in-services as appropriate
Works with leader to formulate plan for personal professional development and identify needed resources
Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
Performs other duties as assigned
SKILLS REQUIRED:
Knowledge of electronic medical record navigation
Comprehend and interpret EHC policies impacting safety and customer service
High degree of interpersonal communication and relationship building skills
Demonstrated proficiency in computer programs such as customer databases, Microsoft Office and electronic medical record systems
Ability to work independently
Conflict management
Highly organized and ability to prioritize multiple tasks and case load
Local travel may be required
MINIMUM EXPERIENCE:
1-3 years experience of customer service or case management experience
Healthcare experience working with clinical teams and/or patients preferred
Demonstrated conflict management and problem solving skills
Telecommunication skills and proficiency using multi-line phone and cell phone.
MINIMUM EDUCATION:
Bachelors degree in healthcare preferred
Associate degree or case management / customer service experience
Any combination of education and experience considered
PHYSICAL REQUIREMENTS:
Frequent standing & walking (50% of the workday)
Occasional sitting (50% of the workday)
Carrying of objects up to 10 lbs
Close eye work (computers, typing, reading, writing)
Physical demands may vary depending on assigned work area and work tasks
Additional Details
Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion."
PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.
Connect With Us!
Connect with us for general consideration!
Division Emory Univ Hosp-Midtown
Campus Location Atlanta, GA, 30308
Campus Location US-GA-Atlanta
Department EHM Patient Experience
Job Type Regular Full-Time
Job Number 135976
Job Category Clerical & Administrative
Schedule 8a-5p
Standard Hours 40 Hours
Hourly Minimum USD $20.10/Hr.
Hourly Midpoint USD $26.13/Hr.
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.
Emory Healthcare/Emory University • Atlanta, GA 30309 • Yesterday
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