Patient Advocate

Company: Northshore
Location: Glenview
Posted on: April 6, 2021

Job Description:

Position Highlights:

• Position: Patient Advocate
• Location: Glenbrook Hospital
• Full Time/Part Time: Full Time (40hrs/wk)
• Hours: Hours will be scheduled on a day shift
• Required Travel: N/A What you will need:
  • License: N/A
  • Education: Bachelor's Degree required, preferably in Psychology, Communication or Social Work. Masters of Social Work preferred.
  • Certification: N.A
  • Experience: Minimum of two years of strong customer service experience, preferably in a medical office or clinical, hospital or community resource setting. Understanding of healthcare industry and medical terminology preferred.
  • Skills: Excellent interpersonal, listening, written, verbal, organizational, and computer skills required. Ability to work in fast-paced and demanding situations. Able to appropriately prioritize and manage multiple tasks. Exceptional service recovery skills, including ability to set boundaries with complainants regarding respectful behavior, language and attitudes to foster a professional relationship with the complainant and all staff. Collaborate between different departments and functions to resolve patient/family complaints. Communicate with department leaders and staff throughout investigation to understand progress of investigation and ability to achieve ideal resolution for complainant. Provide patient feedback to the organization to continually improve the patient experience. Displays courteous professional behavior through interaction, appearance, attitude and communications with visitors, patients, co-workers, professional staff. What you will do:
    • This position provides support for all NorthShore customer groups (e.g. patients, physicians, Patient Access Center, various hospital Department Heads and all other staff) and work with them to improve the patient and family experience.
    • Position acts as a liaison between patients and NorthShore staff both proactively and when challenges arise to either personally find resolution or coordinate the efforts of others to provide appropriate follow-up for service issues to ensure resolution.
    • Primary goal will be to personalize and strengthen the relationships and foster effective communication between the patient, their family and the staff, keeping respect and confidentiality as a priority.
    • Responsible for ensuring that service issues are recorded in the ERA system for tracking purposes.
    • Provides feedback analysis to assist in developing and implementing service recovery tools and strategies to hospital leadership groups. NorthShore University HealthSystem (NorthShore) is an integrated healthcare delivery system consistently ranked as a Top 15 Teaching Hospital in the U.S. The NorthShore system, headquartered in Evanston, Ill., includes six award-winning hospitals - Evanston, Glenbrook, Highland Park, Northwest Community Skokie, and Swedish. NorthShore comprises three exemplary physician networks, totaling more than 4,250 doctors across immediate, primary, specialty and complex care; and 170 office locations and 35 immediate care centers. NorthShore has an established reputation with more than 17,000 team members system-wide. NorthShore is committed to excellence in its academic mission and supports teaching and research as the principal teaching affiliate of the University of Chicago Pritzker School of Medicine. NorthShore was the first health system in Illinois to receive Magnet designation-the highest, most prestigious honor that demonstrates excellence in nursing and high standards in patient care. The system earned Magnet re-designation in 2019. When you work for NorthShore, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential. At NorthShore University HealthSystem, diversity, equity and inclusion are at the core of our mission to support our team members and patients - irrespective of race, ethnicity, age, gender, sexual orientation or socioeconomic status. We believe that by recognizing and embracing our differences we create an organization that welcomes all to contribute and grow. We invite all candidates to our team, as we continue to build on the incredible value our diverse talent brings to our organization, our community and our patients. Please explore our website (www.northshore.org) to better understand how NorthShore delivers on its mission "to preserve and improve human life" through superior clinical care, academic excellence and innovative research. NorthShore is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information. EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor. #LI-AR1
      • CB #ZNC

Keywords: Northshore, Glenview , Patient Advocate, Other , Glenview, Illinois