Evaluates the needs, spoken and unspoken, of patients and families to provide appropriate advocacy services. Ensure that patients and families receive timely, complete, and accurate information in order to effectively participate in care and decision-making. Demonstrates dignity and respect for patient and family; honoring their knowledge, beliefs and cultural diversity. Manages and documents complex and non-complex concerns and/or requests for information (inquiries) from families and CCHMC staff. Demonstrates critical and innovative thinking to create solutions to resolve concerns and/or inquiries. Demonstrates autonomy and ownership in resolving patient and family concerns and/or inquiries. Analyzes patient/family concerns and collaborates with appropriate clinical and administrative staff in a supportive manner to seek and render fair resolutions to concerns and/or solutions for inquiries that meet the legitimate interest of the patient/family. Documents and monitors patient/parent/visitor concerns, and or inquiries in compliance with hospital policy, department protocols and procedures.
Develops an expertise for a specified patient population and serves as a resource to entire team. Assists with the design, development and implementation of patient/family and community educational and support programs. Supports families and staff in locating educational information and community resources to assist in meeting the physical, social, educational and emotional needs surrounding diagnoses, chronic illness and disabilities. Participates in the Daily Operations and Prediction organizational processes supporting clinical staff in the identification, mitigation and resolution of risks to improve Patient and Family Experience.
Demonstrates self-awareness, organizational awareness and a servant leadership style to effectively engage CCHMC staff at all levels to meet the needs of patients and families. Able to effectively utilize the strengths and expertise of the Family Resource and Advocacy team to resolve complex issues. Develops and maintains strong and effective working relationships with CCHMC staff to obtain feedback, collaborate and resolve concerns/inquires to enhance patient outcomes, experience and value. Serves as a liaison and resource to decentralized advocates and/or for other CCHMC staff, patients and families seeking information and referrals.
Participates in the ongoing identification, mitigation and improvement of operational processes to enhance patient and family experience consistent with the principles of Patient and Family Center Care. Participates in tests of change to promote ongoing improvement for specified operational and strategic goals. Designs and executes test of change independently. Project manages aspects of daily operations as assigned. Creates and maintains data relative to daily operations.
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them.
Understands and support family-centered care
Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions
Locating and gathering relevant information; recognizing and working to eliminate important gaps in existing information; determining the value of the information; synthesizing and organizing information to get a better understanding of a problem
Successfully identifying, confronting, defusing and resolving interpersonal conflicts and disagreements in a positive and constructive manner; building consensus among others with very different perspectives
Persuasively articulating one's position, carefully listening to others' positions, and tailoring negotiation tactics to bring all parties together and reach desired outcomes; striking a balance between being firm and being willing to compromise; preserving long-term relationships by demonstrating fairness and searching for win-win solutions
·Respect and Empathy
Relating to others in an open and accepting manner; being polite, respectful, and sensitive to the needs and feelings of others; showing and conveying empathy for others' experiences, thoughts, or feelings
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
Effectively handling uncertainty; creating structure and focus in the face of ambiguity; taking effective action without having complete understanding and knowledge of the total picture or all the facts
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
Ability to independently work through details of a problem to reach a positive solution
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
Exhibit ability to master an understanding of the mission, vision, policies and procedures of the organization in order to respond to patient/family/visitor inquiries, concerns and informational needs. Possesses knowledge of chronic illnesses, disabilities/conditions and community resources and methods for accessing or obtaining services.