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Patient Advocate
Roanoke, VA JOB SUMMARY Be at your best with an organization that equips you to do so. Whose people unite in making lives better. At **MEMBERS ONLY**SIGN UP NOW***, we help communities stay healthy and our region grow stronger through compassionate care, medical education and research, and neighborhood outreach. As part of our team you can expect professional stability, strong technological resources, and the advancement potential of a regional leader. This position will provide frontline risk management through the intake, investigation, and either resolution or escalation of complaints and grievances from patients, family members, and visitors. The Patient Advocate will exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved. The Patient Advocate will also provide support to **MEMBERS ONLY**SIGN UP NOW*** staff by assisting with communication between staff and patients and families and acting as liaison when appropriate. Promotes **MEMBERS ONLY**SIGN UP NOW***'s Culture of Service Excellence and quality through teamwork, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs. *Receives and process calls, letters, visits or other notifications of complaints. Reports potential claims to the Manager of Patient Advocacy as needed. *Investigates complaints by actively working with managers/directors of affected areas to determine issues. This includes talking with care givers or other staff involved in the care of the patient. *Determines the location of the event incident, requesting medical records, obtaining release from patient for access to medical records from outside facilities, when necessary. *Meets with patients, families or involved persons and investigates complaints and concerns. MINIMUM QUALIFICATIONS EDUCATION: High school diploma or GED required, Bachelors preferred. EXPERIENCE:Three (3) years of experience in a patient care or customer service area. Three (3) years with Service Recovery or Dispute Resolution preferred. LICENSURE/CERTIFICATIONS/REGISTRATION: Maintains Notary Public designation. Patient Advocacy Certification within one (1) year OTHER MINIMUM QUALIFICATIONS:Effective interpersonal, communication and teamwork skills required. Must successfully complete orientation.Demonstrated history of compliance and confidentiality required. Demonstrated ability to communicate well in challenging situations. Often communicates with state, legal and other representatives and serves as a front line contact.Tools used may include but are not limited to Microsoft Word, Power Point, Excel, SMS, SoftMed. OUR VALUES Below are our core values that we strive to embody and expect of all our team members: Collaboration: Working together with purpose to achieve shared goals. Commitment: Unwavering in our quest for exceptional quality and service. Compassion: Putting heart into everything we do. Courage: Doing what's right for our patients without question. Curiosity: Fostering creativity and innovation in our pursuit of excellence. REQUISITION NUMBER: 75653 EMPLOYMENT STATUS: Full time LOCATION: CRMH - Carilion Roanoke Memorial Hospital SHIFT: Day SHIFT DETAILS: 8am - 4pm or 9am - 5pm RECRUITER: DANA E JOHNSON RECRUITER EMAIL: **MEMBERS ONLY**SIGN UP NOW*** FOR MORE INFORMATION, CONTACT THE HR SERVICE CENTER AT **MEMBERS ONLY**SIGN UP NOW***. THIS IS **MEMBERS ONLY**SIGN UP NOW*** ... An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute. Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. MAKE YOUR TOMORROW WITH US. Equal Opportunity Employer Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity **MEMBERS ONLY**SIGN UP NOW*** is a drug-free workplace. |
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