Patient Advocate Full Time

Join us at Holy Family Hospital

Not many healthcare professionals have the opportunity to build a career with a great job and robust benefits while also caring for friends, family and neighbors. You can when you work at Holy Family Hospital in Methuen and Haverhill. As part of the Steward Health Care System, our goal is to offer low-cost, high-quality healthcare to the people who live and work near our hospital, so they don’t have to travel far for great care.

Our two campuses in Methuen and Haverhill have a total of 320 beds and we are a full service, acute care hospital offering comprehensive inpatient medical/surgical units, outpatient care, and 24/7 emergency services. We have three behavioral health units, cardiac telemetry, and critical care service lines. Our Haverhill campus offers all private rooms, and our Methuen campus offers a new state-of-the-art catheterization suite and Joint Center of Excellence named as a Blue Cross Blue Shield Blue Distinction+ Center for Knee and Hip Replacement.

Position Summary: Patient Advocate Full Time 40 Hours

Job Description:

Investigate, resolve, document and report patient and visitor compliments and concerns. Facilitate resolution of complaints and grievances of patients, family members and visitors. Develop, implement, and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes.

Essential Functions:

• Respond to suggestions and compliments submitted by patients, family members and visitors and provide feedback to involved staff.
• Document patient, family, and visitor concerns, complaints and grievances. Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome. Input in Patient Advocate database.
• Investigate complaints and grievances and work collaboratively with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance policy.
• Compose letters, memos, etc, to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy.
• Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership and Director of QI/RM.
• Identify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators and staff to resolve.
• Analyze complaint and grievance data and collaborate with on a monthly basis. Conduct monthly accountability and variance analysis of customer service outcomes.
• Collaborate with unit leadership to meet customer service and clinical quality outcomes.
• Assist in the preparation of annual and quarterly executive reports for senior leadership, present data to leadership teams.
• Lead Customer service training for staff.
• Participate in committees work groups and or process improvement teams that improve patient and customer satisfaction.

Minimum Qualifications

1. Education: Bachelor’s Degree in Behavioral Science or related field
2. Experience: - Three years of relevant experience in a health care or patient advocacy environment
3. Certification/Licensure: N/A
4. Other: Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred. Must be able to communicate patient and visitor rights and responsibility to patients, family members and staff.

Benefits:

We have many plans with various deductibles, which can cover individuals or families, so you can customize a plan that will work for you! Steward Health Care works with Blue Cross Blue Shield of Massachusetts to provide affordable health insurance for our employees in benefit eligible positions. Our Health Plans Highlights are:

• Deductibles will not apply to services provided by a Steward provider (Tier 1).
• Office visits copays will be $0 when a member uses a Steward Provider (Tier 1).
• Mental Health and Substance Abuse office visits will be $0 for all In-Network providers (Tier 1, Tier 2, and Tier 3).

Other Benefits provided:

• Dental, Vision, Health Care Savings Account, Life Insurance, Short Term and Long-Term Disability, Tuition Reimbursement, Paid Time Off, Shift Differential, Tuition Reimbursement, and more.

About Steward Health Care
Over a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.

As the country’s largest physician-led, tax paying, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.

Steward is among the nation’s largest and most successful accountable care organizations (ACO), with more than 5,500 providers and 43,000 health care professionals who care for 12.3 million patients a year through a closely integrated network of hospitals, multi-specialty medical groups, urgent care centers, skilled nursing facilities and behavioral health centers. Based in Dallas, Steward currently operates 39 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, and Texas.

Steward Health Care is proud to be a minority, physician owned organization. Diversity, equity, inclusion, and belonging are at the foundation of the care we provide, the community services we support and all our employment practices. We do not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, and or expression or any other non-job-related characteristics.