New job Patient Experience Advocate - Intermittent - Customer Experience - Closes 6/23/2021 in Alaska
Patient Experience Advocate - Intermittent - Customer Experience - Closes 6/23/2021
Company : Alaska Native Tribal Health Consortium
Salary : Details not provided
Location : Alaska
Full Description
JOB SUMMARY: Under general direction serves as a contact for patients, families and escorts who have a need/want while inpatient at the Alaska Native Medical Center (ANMC), while staying at patient housing and accessing specialty care, or are traveling to or from Anchorage International Airport for care at ANMC. Provides advocacy, support, information and referrals for counseling, medical evaluation, protection issues to patients and their families referred by staff, Child Protective Services, law enforcement agencies and other community professionals.
REPRESENTATIVE DUTIES
Responsible for listening to and assessing patient needs, and taking the steps necessary to resolve any concerns or requests in an effective and timely manner.
Requires significant interdisciplinary collaboration, judgment, discretion and attention to confidentiality. Has an eye for opportunities to optimize the environment of care from the patient perspective and the goal to see those opportunities realized.
Provides support for patients/family members/escorts when requested and needed.
Facilitates interaction and communication between patient/family/escort and health care staff and providers. Works to solve issues to the satisfaction of patient/family/escort as well as clinical staff.
Serves as a central resource for information concerning a patients’ rights and responsibilities. Presents the hospital’s patient rights philosophy to patients by visiting with them, introducing them to patient right’s brochure, and confirming their understanding of who to contact with questions and concerns.
Works closely with senior leadership, physicians, nursing, housing, travel management, care coordination, clinics, and security to improve patient services and foster cross departmental communication.
Provides support to ANMC Hospital leadership by responding to phone calls, letters and unannounced visits to Hospital Administration.
Assists with coordinating service recovery for patient/family/escort as well as assisting with meal cards, lodging, transportation, reimbursement for or location of lost belongings.
Guides patients through the clinical process and helps patients arrive at scheduled appointments on time and prepared.
Refers patients to hospital financial department, if necessary. Help arrange patient transportation and housing as needed. Maintains appropriate records and prepares reports as required.
Serves as a contact for patients, family members and escorts who have a need/want while at the Anchorage International Airport arriving or departing.
Exhibits the highest degree of professionalism, friendliness, helpfulness and customer service.
Accurately documents all inquiries and resolution.
Performs other duties as assigned.
Required Skills
KNOWLEDGE and SKILLS
Knowledge of customer service concepts and practice. Strong interpersonal, communication and writing skills. Able to interact with Leadership, Medical Staff and colleagues at all levels of the organization.
Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966.
Proficient in listening and speaking skills. Able to interact with patients/families of all cultures.
Knowledge of state, federal, and tribal health care programs.
Knowledge of state, federal and public/private insurance, including Medicaid/Medicare.
Knowledge of Alaska Native culture and Alaska Tribal Health System.
Knowledge of effective human relations and teaching skills.
Knowledge of creative, innovative and flexible in responding to needs and priorities.
Knowledge of regulatory requirements pertaining to advocacy role.
Skill in excellent organizational/analytical/communications and the ability to relate well with people.
Skill in high level of initiative. Must be self-directed, organized and possess leadership skills.
Skill in creative problem solving skills.
Skill in developing and maintaining cooperative relationships with others.
Skill in demonstrating attention to and conveys understanding of, the comments or questions of others
Skill in assessing and prioritizing multiple tasks, projects and demands.
Skill in oral and written communication.
Skill in operating a personal computer utilizing a variety of software applications.
Skill in establishing and maintaining cooperative working relationships with other employees.
Skill in analyzing customer service issues and preparing recommendation based on findings.
Skill in working independently, making decisions and maintaining confidentiality.
Skill in multi-tasking and working within deadlines to complete projects and assignments.
Exercises good listening skills.
Ability to use critical thinking skills to respond to complaint.
Ability to interact with care providers in order to accomplish end results.
Ability to evaluate and comprehend information in the medical record in order to investigate and problem solve.
Ability to independently locate various sources of information to assist with resolution planning.
Required Experience
MINIMUM EDUCATION QUALIFICATION
Bachelor’s degree in Public Health, Social Work, Nursing, Hospitality or an equivalent health-related degree. Progressively responsible professional work-related experience, education, or training may be substituted on a year-for-year basis for college education.
MINIMUM EXPERIENCE QUALIFICATION
Non-supervisory – Three (3) years relevant professional work experience in community health, case management, nursing or hospitality.
MINIMUM CERTIFICATION QUALIFICATION
N/A
PREFERRED EDUCATION QUALIFICATION
Knowledge of the admissions process and patient flow is preferred.
PREFERRED EXPERIENCE QUALIFICATION
Experience in the Alaska Tribal Health System.
Training or experience specific to the scope of position and responsible programs is highly preferred.
PREFERRED CERTIFICATION QUALIFICATION
N/A
ADDITIONAL REQUIREMENTS
N/A
WORKING CONDITIONS
The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:
Must be able to lift approximately 50 pounds.
ANMC is not a latex free environment. Therefore, some latex exposure can be expected.
Ability to stand, walk or sit for varied periods of time. May also be required to bend, twist and reach.
May be required to work outside the traditional work schedule which includes weekends, evenings and holidays.
May be occasionally exposed to infectious diseases.
REPRESENTATIVE DUTIES
Responsible for listening to and assessing patient needs, and taking the steps necessary to resolve any concerns or requests in an effective and timely manner.
Requires significant interdisciplinary collaboration, judgment, discretion and attention to confidentiality. Has an eye for opportunities to optimize the environment of care from the patient perspective and the goal to see those opportunities realized.
Provides support for patients/family members/escorts when requested and needed.
Facilitates interaction and communication between patient/family/escort and health care staff and providers. Works to solve issues to the satisfaction of patient/family/escort as well as clinical staff.
Serves as a central resource for information concerning a patients’ rights and responsibilities. Presents the hospital’s patient rights philosophy to patients by visiting with them, introducing them to patient right’s brochure, and confirming their understanding of who to contact with questions and concerns.
Works closely with senior leadership, physicians, nursing, housing, travel management, care coordination, clinics, and security to improve patient services and foster cross departmental communication.
Provides support to ANMC Hospital leadership by responding to phone calls, letters and unannounced visits to Hospital Administration.
Assists with coordinating service recovery for patient/family/escort as well as assisting with meal cards, lodging, transportation, reimbursement for or location of lost belongings.
Guides patients through the clinical process and helps patients arrive at scheduled appointments on time and prepared.
Refers patients to hospital financial department, if necessary. Help arrange patient transportation and housing as needed. Maintains appropriate records and prepares reports as required.
Serves as a contact for patients, family members and escorts who have a need/want while at the Anchorage International Airport arriving or departing.
Exhibits the highest degree of professionalism, friendliness, helpfulness and customer service.
Accurately documents all inquiries and resolution.
Performs other duties as assigned.
Required Skills
KNOWLEDGE and SKILLS
Knowledge of customer service concepts and practice. Strong interpersonal, communication and writing skills. Able to interact with Leadership, Medical Staff and colleagues at all levels of the organization.
Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966.
Proficient in listening and speaking skills. Able to interact with patients/families of all cultures.
Knowledge of state, federal, and tribal health care programs.
Knowledge of state, federal and public/private insurance, including Medicaid/Medicare.
Knowledge of Alaska Native culture and Alaska Tribal Health System.
Knowledge of effective human relations and teaching skills.
Knowledge of creative, innovative and flexible in responding to needs and priorities.
Knowledge of regulatory requirements pertaining to advocacy role.
Skill in excellent organizational/analytical/communications and the ability to relate well with people.
Skill in high level of initiative. Must be self-directed, organized and possess leadership skills.
Skill in creative problem solving skills.
Skill in developing and maintaining cooperative relationships with others.
Skill in demonstrating attention to and conveys understanding of, the comments or questions of others
Skill in assessing and prioritizing multiple tasks, projects and demands.
Skill in oral and written communication.
Skill in operating a personal computer utilizing a variety of software applications.
Skill in establishing and maintaining cooperative working relationships with other employees.
Skill in analyzing customer service issues and preparing recommendation based on findings.
Skill in working independently, making decisions and maintaining confidentiality.
Skill in multi-tasking and working within deadlines to complete projects and assignments.
Exercises good listening skills.
Ability to use critical thinking skills to respond to complaint.
Ability to interact with care providers in order to accomplish end results.
Ability to evaluate and comprehend information in the medical record in order to investigate and problem solve.
Ability to independently locate various sources of information to assist with resolution planning.
Required Experience
MINIMUM EDUCATION QUALIFICATION
Bachelor’s degree in Public Health, Social Work, Nursing, Hospitality or an equivalent health-related degree. Progressively responsible professional work-related experience, education, or training may be substituted on a year-for-year basis for college education.
MINIMUM EXPERIENCE QUALIFICATION
Non-supervisory – Three (3) years relevant professional work experience in community health, case management, nursing or hospitality.
MINIMUM CERTIFICATION QUALIFICATION
N/A
PREFERRED EDUCATION QUALIFICATION
Knowledge of the admissions process and patient flow is preferred.
PREFERRED EXPERIENCE QUALIFICATION
Experience in the Alaska Tribal Health System.
Training or experience specific to the scope of position and responsible programs is highly preferred.
PREFERRED CERTIFICATION QUALIFICATION
N/A
ADDITIONAL REQUIREMENTS
N/A
WORKING CONDITIONS
The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:
Must be able to lift approximately 50 pounds.
ANMC is not a latex free environment. Therefore, some latex exposure can be expected.
Ability to stand, walk or sit for varied periods of time. May also be required to bend, twist and reach.
May be required to work outside the traditional work schedule which includes weekends, evenings and holidays.
May be occasionally exposed to infectious diseases.