Patient Experience Advocate

PURPOSE STATEMENT

As the Patient Experience Advocate, you will directly shape the patient's journey, ensuring that every touchpoint reflects the highest standard of care and support. Your proactive approach to identifying and addressing potential issues will help improve patient satisfaction and strengthen relationships between patients, the practice, and the healthcare system. By resolving patient concerns and addressing gaps in the experience, you’ll contribute to the overall efficiency and success of the practice, supporting its growth and long-term sustainability.

ESSENTIAL FUNCTIONS

• Coordinate optimal experience of care excellence and acts as advocate for patients and families to improve communications, efficiency, behavioral and perception of care within the facility.
• Coordinate collection and reporting of patient-experience data.
• Coordinate organizational-wide Complaints & Grievances program.
• Serve as data analysis for health care system.
• Ensure existing service programs and processes function effectively to attain desired outcomes and goals.
• Manage, develop, implement, promote, and evaluate patient care experience programs, strategies, initiatives, policies and procedures in alignment with hospital business strategy.
• Provide direction and training on patient care experience to directors and professional staff in the in- and-outpatient setting focused on patient centered experiences of care and continued performance improvement.
• Use creative, innovative, and critical thinking skills to keep the patient experience of care culture at the forefront of daily operations throughout WMMC and medical practices.
• Log and maintain records of all letters/comments received.
• Utilize creative and innovative thinking to keep the service culture alive on a daily basis throughout WMMC and Medical Practices.
• Understand and teaches the relevance and use analytic statistics in addition to the various data collection techniques.
• Collects, analyzes, and interprets data in all six strategic priorities for the operating units of the organization as it relates to Patient Experience.
• Participate in the design of creative learning experiences and materials for directors and staff that support the Patient Experience strategy.
• Lead patient experience of care function for the hospital and drives success in patient care experience by maintaining professional relationships with management, employees, physicians and patients at all times.
• Serve as resource person for customers.
• Navigate language services coordination.
• This position works collaboratively with the Patient Experience team, Patient, Family and Community Advisory Councils (PFCAC)s, administration, staff and providers.
• Primary focus of this role is to provide training and facilitation of the unit and department level patient experience strategy within the Patient experience Framework.
• This role must take the Berly BOK (Body of Knowledge) course within the first year of hire.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

• High school diploma or equivalent.
• Currently licensed to practice as a professional Emergency Medical Technician (EMT), Licensed Practical Nurse (LPN), or Registered Nurse (RN) in the state of Missouri.
• Graduate of an accredited school of professional nursing if licensed as an LPN or RN.
• Proven experience in patient care for 5 + years providing high-touch, empathetic patient experience.
• Current American Heart Association (AHA) BLS required.
• Basic understanding of the regulatory/accreditation process.
• Excellent interpersonal, communication, and general office skills.
• Ability to communicate and build working relationships across various teams, including billing, medical, scheduling, and product.
• Proficient with Microsoft Office or related software.
• Ability to articulate complex issues clearly and professionally in both verbal and written formats.
• Ability to connect with patients, resolve concerns, and ensure they feel heard and valued.
• This role must take the Berly BOK (Body of Knowledge) course within the first year of hire.

PHYSICAL/MENTAL REQUIREMENTS

• Must be able to sit and stand, intermittent 8 to 10 hours a day.
• Must be able to use standard office equipment, including the telephone and computer keyboard.
• Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines.
• Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing.
• Frequently stands, walks, sits and utilizes eye/hand coordination and color definition.
• Occasionally reaches above shoulder, regularly required to life and/or carry up to 40 lbs.
• Occasionally walks on uneven surfaces.