Job Description

• Will be asked to stay for PFAC meeting 4-5:30 as often as once per month
• This is a temporary position, up to 12 weeks.
• DEFINITION/PRIMARY FUNCTION
  
  • The Patient Relations Advocate provides support and assistance to the Director of Patient Relations, with the intent of optimizing patient-satisfaction/patient-experience. The Advocate will identify, respond to, and actively facilitate problem solving between a patient/family and all hospital departments. The Advocate will also strive to ensure that each patient receives the services and care to which he or she is entitled, in compliance with the Patient Bill of Rights and Massachusetts State Law. The position also participates in identifying and reporting patient satisfaction trends and initiatives to support increased customer satisfaction health system-wide. The Advocate will consistently demonstrate the ability to maintain professionalism at all times, prioritize, and adapt to meet the needs of our patients/families, and also support our staff in their efforts to provide high-quality, compassionate care. Duties to include: facilitate complaint management for inpatient (BMC, NARH and FVH) and outpatient (BFS and all BHS e Patient & Family Advisory Council as requested, and other tasks as assigned by their Director or Administration.
• POSITION QUALIFICATIONS (Minimum qualifications are required unless stated otherwise.)
  
  • Experience:
    
    • Three years of experience within advocacy, healthcare, or human-service field.
    • Experience supervising others, preferred.
    • Prior customer service experience.
    • Prior experience with crisis management and de-escalation.
  • Education and Training:
    
    • Bachelor's degree preferred, in healthcare or human service-related field preferred.
  • License, Certification & Registration:
    
    • N/A
  • Other Requirements:
    
    • Proven ability to maintain confidentiality. Proven ability to interact favorably (compassionately and professionally) with others, even in times of conflict and crisis. Proven ability to work well with various hospital staff as a means for effective collaboration and complaint management. Effective verbal and written skills. Ability to work collaboratively in a team, as well as independently without constant supervision. Demonstrated confidence, enthusiasm for work projects, and interest in customer/guest/patient-experience aspect of healthcare. General computer skills, especially with Microsoft Programs. Ability to be flexible and manage unpredictable and highly sensitive situations.
    • Experience with coaching individuals and facilitating groups strongly preferred.
    • Experience teaching and facilitating self-regulation and de-escalation techniques strongly preferred.

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