Patient Advocacy Manager
Job ID:
R192707
Shift:
1st
Full/Part Time:
Full_time
Pay Range:
$37.50 – $56.25
Location:
Aurora Medical Center Summit – 36500 Aurora Dr
Oconomowoc, WI 53066
Benefits Eligible:
Yes
Hours Per Week:
40
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
- Base compensation within the position’s pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate’s job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
Benefits and more
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
Schedule Details/Additional Information:
Monday through Friday, 8 am to 5 pm with rounding and some work expectations outside these hours
Responsible for managing patient complaints and concerns including resolution of patient concerns, developing new and updating existing processes based on patient feedback, reinforcing our service standards and service recovery through training and communication, and collaborating with risk and compliance to escalate complaints where appropriate.
Major Responsibilities:
- Manages and resolves all patient issues and concerns expeditiously in collaboration with site leaders and team members and the patient.
- Monitors patient feedback from real-time surveys, social media and other sources daily to ensure timely response and resolution.
- Assists departments with identifying patient feedback trends and developing process improvement plans to address recurring patient concerns.
- Identifies service issues that could be improved system-wide and works with system-wide team to develop solutions.
- Collaborates with risk and legal on patient grievances for resolution.
- Collaborates with and informs the patient experience leaders of complaint/concern trends and opportunities for process improvement and/or staff training and education.
- Leads service recovery effort with continuous staff training on service recovery and communication skills.
- Ensures culture of patient centered care is developed with new team members through new team member training and orientation at the sites.
Licensure, Registration, and/or Certification Required:
- None Required.
Education Required:
- Bachelor's Degree in Health Care Administration, or
- Bachelor's Degree in Business, or
- Bachelor's Degree in Communications or related field.
Experience Required:
- Typically requires 7 years of experience in implementation of large scale change initiatives or health care service management.
Knowledge, Skills & Abilities Required:
- Excellent customer service skills.
- Has an understanding of healthcare and patient experience
- Strong creative problem solving skills.
- Demonstrated ability to manage multiple priorities
- Has an understanding of and is comfortable with meeting technology including Zoom and Teams.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
Aurora Health Care is the largest health system in Wisconsin and a national leader in clinical innovation, health outcomes, consumer experience and value-based care. The state’s largest private employer, the system serves patients across 17 hospitals, more than 70 pharmacies and more than 150 sites of care. Aurora Health Care, in addition to Advocate Health Care in Illinois and Atrium Health in the Carolinas, Georgia and Alabama, is now part of Advocate Health, the third-largest nonprofit, integrated health system in the United States. Committed to providing equitable care for all, Advocate Health provides nearly $5 billion in annual community benefits.
