Patient Support Advocate

Pay: $23.00 / HR

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program

Benefits: ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management

Position Summary: 

Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts. 

• Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.


• Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.


• Advocate to resolve patient issues.


• Ensure industry standards are met, and satisfaction scores are on target. Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team.


• Ensures effective communication with patient and family regarding expectations and services provided.


• Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.


• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.


• Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaboratively with the Environmental Services leadership and staff to resolve.


• Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.

• Bachelor’s Degree preferred


• In lieu of Bachelor's Degree, High School/GED with 5+ years of relevant management/customer engagement experience is acceptable.

Job Knowledge/Experience

Required:

• Experience in a service industry preferred (hospitality, restaurant, personal services, amusements and recreation, or healthcare).


• Must understand principle of first grade customer services and various approaches to application.


• Possess strong customer service skills to interact with patients and visitors, hospital leadership and staff, and ABM leadership and staff.


• Must be able to address difficult, awkward situations.


• Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplished goal.


• Ability to work with minimal supervision.


• Ability to ensure the confidentiality and rights of patients and confidentiality of health system and departmental documents required.


• Knowledge of basic statistics and the ability to interpret graphical illustrations regarding  patient experience data.


• Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.

Language/Writing/Communication Requirements


 

• Ability to communicate effectively both verbally and in written form with patients, physicians, administration, health system officials, other health system personnel and general public.


• Proficient in Windows-based operating software/systems.


• Knowledge of word processing, spreadsheets, and other assorted business software.