Job Description

*Facility: *

Dayton Children's - Main Campus

*Department: *

Patient Relations Administration

*Schedule: *

Full time

*Hours: *

40

*Job Details: *

Under the general supervision and close collaboration with the Manager of Patient Relations & Family Experience, the Patient Advocate is the link between patients, families, and the hospital. They work to resolve problems and function as mediators between the patient, families, and Dayton Children's team members. They will function as an expert in de-escalation and crisis intervention to resolve conflict and acts as the administrative liaison for complaints and grievances. Advocate is responsible for managing complaint and grievance cases in a manner that is timely and in accordance with all Dayton Children's policies and procedures, CMS regulations, ODH regulation and Joint Commission guidelines. Advocate will be proficient in RL6 the complaint and grievance system and manage all cases in RL6 .

The Advocate possesses strong verbal and written communication skills and facilitates communication between patients, parents/guardians, families, visitors, medical team, and all other DCH staff. The Advocate is proficient in Epic and strong understanding of medical terminology. The Advocate will round on units and families in assigned areas. Builds relationships with all departments and team members throughout the organization. The Advocate will be able to proactively identify issues and prevent issues from becoming complaints/grievances. They are knowledgeable about patient rights and responsibilities and will provide assessment, intervention, tracking, reporting, and follow-up related to patient and family concerns. Serves as a role model and mentor to staff on how to manage family interactions and conflict resolution. The Advocate can provide emotional support, assist in meeting non-medical needs of families, and connect them to the right resources to increase patient/parent experience, and reduce stress. Supports patient safety by adhering to all infection control policies and safety guidelines. May be on-call as a resource and may have to travel to all Dayton Children's facilities, if needed.

Shift: Monday - Friday, no weekends

Department Specific Job Details:

Education

Associates degree from an accredited program required; Bachelors preferred.

Certification

Patient Advocacy Certificate preferred

Experience

3-4 years healthcare experience required

Skills/Competencies required

Healthcare/Customer Service

Strong Interpersonal relationship

Conflict negotiation mediation

Problem solving, customer service

Excellent verbal and written communication skills

Computer skills-word, proficient excel and computer programs

Education Requirements:

Associates (Required)

Certification/License Requirements:

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