About the position
The Patient Experience (PX) Nurse Advocate intakes compliments, complaints, and grievances, and determines the appropriate review, resolution, and/or escalation within the organization to address feedback in accordance to hospital and regulatory guidelines. Partners with appropriate leadership departments, including Administration, Nursing, Physicians, Accreditation, Risk, and Quality, to ensure compliance when resolving concerns, and for providing recommendations to PX leadership about identified needs. Engages with patients, and coordinating communication between patient/families and the healthcare team to expedite the best outcomes for the patient related to any complaint or grievance received. Triages feedback from the discharge callback system by using their clinical expertise and skill set to triage the patient's needs, and escalate clinical and nonclinical needs to the appropriate leader or physician necessary for resolution. Reports to the Patient Experience Manager and partners with the Patient Experience team to trend feedback from advocacy calls, discharge callbacks, complaints/grievances, and survey data to identify recommendations for improvement.
Responsibilities
- Intake compliments, complaints, and grievances from patients.
- Determine appropriate review, resolution, and/or escalation of feedback.
- Partner with leadership departments to ensure compliance in resolving concerns.
- Engage with patients and coordinate communication between patients/families and the healthcare team.
- Triage feedback from the discharge callback system using clinical expertise.
- Escalate clinical and nonclinical needs to appropriate leaders or physicians.
- Report to the Patient Experience Manager.
- Trend feedback from advocacy calls, discharge callbacks, complaints/grievances, and survey data.
Requirements
- BSN preferred or equivalent degree.
- Minimum 3 years' nursing experience in a hospital setting preferred.
- Minimum 1-2 years' service recovery experience.
- 1+ year of leadership experience preferred.
Nice-to-haves
- Excellent Customer Service skills: Phone Support, Face-to-Face Support, Frontline Support.
- Administration: Office Management, Database Management, computer skills and knowledge of Microsoft Office.
- Effective interpersonal skills.
- Excellent analytical, organizational and planning skills.
- Excellent verbal and written communication skills.
- Ability to adapt to multiple and changing priorities.
- Knowledge of general clinical practices necessary for decision making related to service recovery.
