Patient and Family Advocate - Emory Healthcare

JOB DESCRIPTION:

• Patient and Family Advocates coordinate the investigation, management and resolution of patient and family grievances on behalf of patients, families, EHC leadership, physicians, and staff.
• Coordinates investigation of concerns of patients, family members, physicians, and staff regarding quality and delivery of health care.
• Investigation includes issue clarification, chart review, policy and procedure review, interviewing, and consulting.
• Resolves quality of service and quality of care complaints and grievances within the Emory Healthcare organization requiring interaction at multiple levels; assesses case consequences and makes recommendations based on investigation of complaints.
• Works with risk management coordinators, quality department, social services, chaplaincy, physicians and executive administration, and financial services on appropriate written and verbal responses to patient grievances.
• Convenes and facilitates multi-disciplinary groups for the investigation and resolution of complaints and grievances.
• Works closely with risk managers to identify and investigate matters that have a potential to become a claim or a lawsuit.
• Manages the formal grievance process and is a resource to patients, families, staff ---for interpretation of Patient Rights and Responsibilities.
• Determines appropriateness of service recovery gestures including decisions relating to monetary compensation and reimbursement.
• Responds to inquiries from insurance companies regarding quality of care and service concerns raised by members.
• Assists with explanation and preparation of advance directives.
• Coordinates transportation and lodging for patients referred for social service assistance. (TEC ONLY)
• Makes referrals to hospital social services as appropriate.
• Assists with explanation and preparation of advance directives.
• Works with manager to formulate plan for professional development.
• Attends educational in-services as appropriate.
• Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.
• Maintains extensive documentation and database of patient contacts.
• Participates in PARS program with Vanderbilt University.
• Prepares and reviews reports on service quality, care issues and physician trends; Participates in assigned or appointed ad-hoc and standing committees or projects. (Ethics Committees).
• Presents Patient and Family Advocacy material at physician, manager, and staff orientations.
• Presents in-services to staff and physicians on proper handling of patient concerns.
• Performs other duties as assigned.
  
  MINIMUM QUALIFICATIONS:
• Bachelor's Degree in healthcare preferred; and two-five years of relevant experience; healthcare experience preferred.
• Must have a high degree of proficiency in interpersonal relationship skills, databases, word processing, graphs, and conflict resolution
  
  PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 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 environment 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. .