At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary: The Patient Advocate is responsible for customer service. The Patient Advocate Coordinates the range of activities which impacts on the customer service strategic initiative for the Medical Center Family. Investigates patient/ family complaints; meets the needs of patients and families by providing information and services.

Duties and Responsibilities:
Demonstrates Competency in the Following Areas:
1. Directs all the functions of the Guest Relations office: surveying of patients, patient rep activities, complaint resolution activities, in-service programs for hospital personnel on various topics related to customer service.
2. Fields patient/family/visitor complaints. Monitors the investigation of complaint; informs appropriate hospital personnel. Assists in resolving these complaints.
3. Interacts professionally with patient/family to increase patient/family interaction and diffuse potential litigious occurrences related to patient/family perception.
4. Responds to patient/family concerns and requests. Identifies family needs and provides support through hospital support services and/or community resources.
5. Participates in the development of guidelines concerning state and federal regulations in regards to ethical issues.
6. Interprets the hospital's polices and procedures for patients/families/visitors.
7. Participates in the monthly hospital “Orientation” program for all hospital personnel giving an overview of the expectations of all new staff and volunteers regarding customer service. Develops, reviews and participates in customer service training for hospital staff, including new employee orientation, ongoing education as requested and annual update.
8. Functions as a patient/family advocate; maintains line of communication between patient/family, staff and physicians.
9. Recommends policies and programs to foster the patient/family - hospital relationship.
10. Oversees the operation of the Arbor House
11. Attends department managers’ meetings
12. Collects data concerning patient complaints; analyzes this data and makes recommendations as appropriate.
13. Serves as the hospital’s compliance officer in regards to ADA and OCR requirements for interpretation services for patients and families.
14. Oversees activities related to lost and damaged valuables for patients, making decisions when reimbursement for items should happen.
15. Participates, and is a member, on various hospital committees as requested.
16. Maintains a good working relationship within the department and with other departments.
17. Maintains a good working relationship with various community resources.
18. Demonstrates the ability to be flexible and organized in stressful situations.
19. Customer Service: Interacts with all individuals in a consistent manner, providing attention, support, and assistance to foster an environment of exceptional personal service.
a. Maintains a pleasant and helpful demeanor, and presents a professional appearance toward all internal and external customers at all times.
b. Consistently initiates interaction to provide assistance to individuals who may not be direct customers of the employee (i.e. asks patients who appear to be lost if they need assistance in finding their way).
c. Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a resolution to the customer’s problem.
d. Conducts all work activities with respect for coworkers, including the maintenance of a pleasant and professional environment, fostering calmness during stressful situations.
e. Interacts with supervisory personnel in a professional, supportive and courteous manner, venting emotions appropriate to time and place.
f. Demonstrates a commitment to service by consistent attendance and punctuality, scheduling absences according to departmental requirements, and incurring unplanned absences only when unavoidable circumstances exist.

Organizational Requirements:
20. Adheres to dress code, appearance is neat and clean.
21. Completes annual education requirements.
22. Maintains regulatory requirements.
23. Reports to work on time and as scheduled, completes work within designated time.
24. Wears identification while on duty, uses computerized punch time system correctly.
25. Completes in-services and returns in a timely fashion.
26. Attends annual review and department in-services, as scheduled.
27. Represents the organization in a positive and professional manner.
28. Actively participates in performance improvement and continuous quality improvement (CQI) activities.
29. Complies with all organizational policies regarding ethical business practices.
30. Communicates the mission, ethics and goals of the facility.
31. Confidentiality: Maintains confidentiality of information at all times.
a. Consistently maintains confidentiality of all information gained during the course of employment, respecting the privacy of others.
b. Understands and maintains the confidentiality of information communicated directly from the supervisor, including discussions of a counseling nature.
c. Follows policies and procedures related to medico legal matters, including confidentiality, amendments of medical records, patient rights, medical records as legal evidence and informed consent
d. Copies records according to policy, assuring the appropriateness of the individual requesting information from the record prior to copying, faxing, or phoning any portion of the record.
32. Safety: Demonstrates an understanding of fire and electrical safety, infection control, body mechanics, and related areas, as appropriate to position.
a. Attends mandatory in-services on fire safety, electrical safety, infection control, and body mechanics. Successfully completes competency-based training in each area.
b. Follows all employee health procedures, incident reporting, and infection control requirements at all times, as appropriate to the position.
c. Uses proper body mechanics at all times as required by the physical demands of the position.
d. Maintains a safe work environment and performs duties of the position in a manner consistent with ensuring the safety of self and others.
e. Identifies safety needs in areas outside own work environment, recommending corrective action as appropriate.
33. Expense Control: Performs job duties in a manner that maximizes expense control.
a. Uses supplies, equipment, and utilities in an expeditious manner
b. Consistently recommends methods to control costs while maintaining a high degree of customer service.
c. Performs job tasks efficiently and effectively resulting in no unplanned overtime.

Regulatory Requirements:

• Master’s Degree in Social Work, Behavioral Science or related field.
• Minimum of three years experience in patient-hospital relations, counseling, etc.

Language Skills:

• Ability to effectively communicate in English, both verbally and in writing.
• Excellent interpersonal skills.
• Additional languages preferred.

Skills:

• Basic computer knowledge.

Physical Demands:

• For physical demands of position, including vision, hearing, repetitive motion and environment, see following description.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!