Advocate-Patient Care

Job Summary

Serves as the primary liaison between patients, family members, other guests and all hospital departments to assist in identifying and solving problems in order to assure patient and guest satisfaction.  Provides a broad range of administrative and support functions of a highly responsible manner.  Prepares special reports and/or projects, correspondence, presentations and other forms of confidential information.  Works relatively independently and may oversee the work of others.  Communicates with a diverse population which may include but is not limited to board members, patients, medical staff, other staff members, and outside customers. Incumbents are subject to overtime and callback.  Performs other duties as assigned.

Job Responsibilities

•    Develops and implements a comprehensive patient relations program by serving as the primary liaison between patients, family members, other guest and all hospital departments, providing ongoing assessment of identified patient and guest concerns, assisting with problem resolution, and assisting in the development of new initiatives to ensure patient and guest satisfaction.
•    Coordinates office management actives for designated administrator(s) to include organizing and maintaining documents, reference materials, policies/procedures, office files and records, schedules/ calendar(s), and setting appropriate work priorities for efficient office operations.
•    Reports and/or resolves all concern/grievances in a timely manner with the appropriate personnel.
•    Attends meetings and other required functions for the purpose of recording minutes, coordinating materials distribution, and/or supporting the needs of other attendees.
•    Facilitates customer satisfaction by communicating and interacting with key internal and external customers to identify opportunities for improvement resulting in enhanced services and customer satisfaction.•    
Participates in Service First activities and programs to enhance customer satisfactions.
•    Uses a variety of computer software/applications as necessary to generate reports, spreadsheets, correspondence, presentations, and other pertinent documents or written materials.
•    Researches, compiles, assimilates and prepares confidential and sensitive document's using a number of data sources (i.e., agenda items, payroll, budget, etc.) for the purpose of complying with financial, legal, and/or administrative requirements.
•    Responds to a wide variety of calls and/or inquiries for purpose of providing information, resolving problems/issues where appropriate, and/or referring to appropriate staff members.
•    Completes assigned goals.

Purpose of Position and Scope of Responsibility Principal Accountabilities/Responsibilities Minimum Qualifications

Minimum Education

Associates or Baccalaureate Degree, or equivalent experience. Skill in communicating clearly and effectively using standard English in written, oral and verbal format to achieve high productivity and efficiency. Skill to write legibly and record information accurately as necessary to perform job duties.

Minimum Experience

4 years secretarial experience with evidence of increasing responsibilities. Two years experience that involved interpersonal relationships with patients, guest and employees.

Minimum Special Skills

Must possess excellent organizational and communication skills (both written and verbal). Must also possess high level of computer proficiency working with different office applications. Proficient at Microsoft Office, Word Excel and PowerPoint. 60 WPM typing speed.

Minimum Licensure, Registration, Certification

Desired Qualifications

Desired Education

Desired Experience

3 years experience as an administrative secretary or office manager.

Desired Licensure, Registration, Certification