Experience Advocate in San Angelo, Texas at Shannon Health

Job Summary

Experience Advocates are responsible for interacting with and providing great service to patients and their families, including responding to questions, filling out paperwork, providing information and serving as liaisons for their institutions. The Experience Advocate may be assigned to other duties and responsibilities to facilitate effective resolution of patient concerns and processing of complaints, grievances, compliments, and suggestions.

Supervises the Following Positions

Positions: N/A

Physical Requirements

• The ability to perform the duties and responsibility of the position, with or without reasonable accommodations for disabilities.
• The ability to consistently lift, push or pull loads of up to fifty (50) pounds. (Unless nursing 50)
• Sufficient strength, mobility and stamina to make frequent location and position changes, assist with patient care, and perform other physical activities of average difficulty.
• Candidates whose disabilities make them unable to meet the requirements will still be considered fully qualified if they can perform the essential functions of the job with reasonable accommodations.
• May be exposed to infectious or contagious disease.
• May have to handle emergency situations.
• May be subject to irregular hours.
• May be required to wear protective equipment such as eye protection, face protection, masks, sterile/nonsterile gloves, isolation gowns.
• May be exposed to toxic/caustic/chemicals/detergents.
• Physical activities include continuous sitting, and occasional walking, standing, bending, squatting, climbing, kneeling and twisting.
• Activity Conditions (Occasionally, Frequently, Continuously):
  • Sitting- Frequently
  • Walking- Continuously
  • Standing- Continuously
  • Bending-Frequently
  • Squatting- Occasionally
  • Climbing-Occasionally
  • Kneeling-Occasionally
  • Twisting-Occasionally

Visual and Hearing Requirements

• Must be able to see with corrective eye wear.
• Must be able to hear clearly with assistance

Working Conditions

Primarily Works in a well-lighted and air-conditioned environment with period of heavy workload and stress.

Performance: Essential Functions

Decision Making: Ability to make decisions and takes appropriate action based on the information they have. Recognizes own limitations and consults with the supervisor, manager, or team member when appropriate.

Time Management: Works efficiently and manages duties to ensure that tasks are completed with accuracy and within the scheduled shift or reasonable amount of time.

Quality & Quantity: Demonstrates accurate, knowledge and skill to carry out job duties. Follows departmental work policies and procedures. Speed and consistency of output, and time utilization of job duties.

Computer Knowledge & Electronic Equipment Use: Demonstrates ability to consistently utilize electronic equipment and online computer programs to perform job duties, including electronic documentation, and order entry.

Resource Utilization: Consistently utilizes and maintains supplies and equipment to minimize lost charges and unnecessary equipment repair-replacement.

Confidentiality: Adheres to established policies on privacy and security requirements for compliance with the Health Insurance Portability and Accountability Act (HIPAA), as applicable by Shannon Policy.

Performance: Position Specific Essential Functions

• Performs patient experience rounds on admitted patients. Ensure patients and families are satisfied with care. Addresses basic care needs related to care, comfort, and satisfaction. Coordinates and informs health care team members of any concerns or issues. Informs patients and families of available resources. Looks for opportunities to improve. Conducts Patient Satisfaction follow-up calls and reports concerns to proper department.
• Coordinates communication with patients, family members, medical and administrative staff. Interviews patients or their representatives to identify problems relating to care.
• Investigates and directs patient inquiries and complaints to appropriate medical staff members and follows up to ensure satisfactory resolution. Explains policies, procedures, and services to patients using medical or administrative knowledge.
• Collects and reports data on topics such as patient encounters and inter-institutional problems and makes recommendations for changes when appropriate.
• Reads literature, talks with colleagues, continues education, and participates in professional organizations or conferences to keep up to date on the developments in the field. Identifies and shares research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. Maintains and follows up on work orders.
• Ensures that every person entering Shannon Medical Center/Shannon Clinic is greeted. Advocates are representatives of the Patient Experience Department and the Shannon Brand. Functions under the category of excellent customer service which include: warmly greeting patient, family, and friends to Shannon, manning assigned location, assisting with directional questions to patient check-in or registration.
• Assists patients with ease of getting in and out of vehicle; correctly directs guests to the department or area they wish to visit, offer any appropriate assistance that ensures everyone feels important and welcome.
• Experience Advocates must have a ‘yes’ attitude:
  • Provide professional and courteous customer service.
  • Perform multiple tasks and work efficiently under pressure all in an empathetic and positive manner.
  • Understand that attendance affects team morale and confidence.
  • Demonstrate reliability and punctuality regarding attendance.
  • Be consistently present and ready to begin work activities at start of shift.
  • Stay within established break periods.
  • Arrive on time for meetings and leaves work area promptly at the conclusion of the shift to reduce potential distractions.
• Performs other duties as assigned.

Qualifications

Education

• Required
  • High School Diploma, GED, or equivalent

Experience:

• Preferred
  • One year of experience in Healthcare
  • One year of Clerical experience
  • One year of experience in Customer Service

Certification/Licensure:

• Preferred
  • Basic Life Support (BLS) Certification