PATIENT ADVOCATE - Ophthalmology, Full Time





PURPOSE OF POSITION: To serve as an advocate and liaison between patients/families receiving healthcare services and the organization's administration, staff and physicians to manage and facilitate resolution of concerns and grievances.

·Patient Advocate
Manage and ensure compliance with CCHMC Policy G-112 (Grievance Mechanisms for Patients/Parents/Visitors). Take ownership of issues and concerns communicated to the department and provide follow-up to bring issues to conclusion. Educate and notify patients/parents/visitors of their rights and responsibilities. Investigate, resolve and respond to patient/parent/visitor concerns, grievances, and customer service issues/suggestions relating to the quality of care and services. Analyze patient/family concerns and engage and work with appropriate staff in a supportive manner to seek and render a fair resolution that meet the legitimate interest of the patient/family. Take the organization's interest into account and improve the relationship between conflicting parties. Offer support to medical center staff and model service behaviors and concern resolution processes.
·Relationship Management
Develop and maintain strong and effective working relationships with medical center staff to obtain feedback and collaborate to resolve concerns and to enhance the delivery of health care. Collaborate with Clinical Effectiveness in the collection of data for service recovery and performance improvement initiatives throughout the medical center.
Document and track patient/parent/visitor concerns in the Patient Concern database in compliance with department protocols and procedures.

Skills & Competencies
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them.
·Service Orientation
Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions
·Conflict Management
Successfully identifying, confronting, defusing and resolving interpersonal conflicts and disagreements in a positive and constructive manner; building consensus among others with very different perspectives
Persistently shaping the thoughts and actions of others to achieve desired results; generating excitement and continuously striving to gain support for one's ideas, plans, or courses of action
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
·Computer Proficiency
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Ambiguity Tolerance
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.
Strong organizational and project management skills to handle projects independently.
·Emotional Resilience
Remaining composed and calm when faced with setbacks, disappointments, rejection, crises, stress or pressure; readily putting aside concerns to get the job done; taking a problem solving rather than an emotional approach when faced with a difficult situation; being even-tempered and non-defensive
·Analysis - Basic
Analytical ability sufficient to evaluate data, make judgments and recommendations
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.

·Bachelor's Degree OR Equivalent
·3 years of experience in a medical setting