POSITION SUMMARY: Reporting to the Director of Quality, the Patient Advocate assists in the investigation and resolution of specific patient/ visitor concerns and compliments. JOB SPECIFIC RESPONSIBILITIES: • Investigates and documents efforts to resolve specific patient/ family concerns and reports this information to the Director of Quality, and other leadership as appropriate, in a timely manner. • Develops, implements and participates in various customer service and patient relation initiatives at the facility. • Conducts fundamental assessments of facility performance in service, resolution, feedback and develops, plans, and carries out initiatives to improve perception and other targeted areas. • Develops a report or score card for facility staff and leaders in identified Service goals. • Responds to suggestions and compliments submitted by patients or family members and provides positive reinforcement to involved staff. • Conducts rounding for new admits or other patients/ family members where appropriate in order to initiate positive and open communication opportunities. • Document patient/ visitor concerns following internal procedures. Compose professional correspondence to patients, visitors in accordance with facility grievance procedures. • Coordinate interventions/ services with applicable team members to ensure positive patient/ family relations, and as advised by Director of Quality or Corporate Risk leadership. • Identify systems-related problems or patterns and work collaboratively with physicians, administrators, and staff to resolve. • Utilize organization’s electronic systems and platforms to quickly resolve complaints, plan daily activities and follow up accordingly, including navigating health records and pulling daily census reports. • Analyze and present complaint and grievance data on a regular basis, and participate in committees, work groups, or process improvement teams that improve patient satisfaction. • Lead Customer Service Training for staff as needed. • Lead patient/ family experience meetings. • Educate patients, families, and community members about NCH through private discussions and community events/engagements, where indicated. • Leads the Patient Experience Committee. • Willingness to attend community organizations and represent Nexus to enhance the patient experience. • Make recommendations for improvements in operational processes to improve the patient experience. • Liaisons with Leadership and treatment team members ensure any positive or negative feedback from patients, families, or other stakeholders as needed. • Assists with special projects at the facility as direct by the supervisor to improve processes. • Exhibits professional, positive demeanor to patients and relevant parties, offering constructive communication, cooperation, and assistance to ensure a satisfactory outcome of the patient's treatment. • Performs other duties as assigned. POSITION QUALIFICATIONS: EDUCATION: • Bachelor's Degree preferred, High school diploma or equivalent required. EXPERIENCE: • Six (6) months’ healthcare experience required, preferably six (6) months working in a Quality, Patient Advocacy or Patient Experience role. • Excellent analytical skills, including analysis, planning, organizing and troubleshooting. • Must be proficient in Microsoft Office Suite, including Word, PowerPoint, and cloud-based email and able to adopt, utilize, and improve upon departmental procedures. • Ability to navigate an electronic health record and interpret information. • Good oral and written communication skills and presentation skills. • Adaptability and ability to work independently. LICENSURE/CERTIFICATION: • Basic Life Support certification, or ability to complete before hire. • Successful completion of internal behavioral management and de-escalation techniques training as required by the facility (SAMA) within 90 days of hire and maintain annually. • Board Certified Patient Advocate (BCPA) credential, or willingness to achieve within 12 months of hire.