Patient Advocacy Manager Job Listing at MedStar Health in Columbia, MD (Job ID 158578)

Description

About the Job

Must be located in the DC/Maryland region for occasional travel to various MedStar Health sites. 

General Summary of Position
The Patient Advocacy Manager is responsible for investigating and managing grievances and complaints from patients and caregivers anchored in a spirit of service excellence-based service recovery. The manager serves as the point person for MMG practices and works in collaboration with executive service line and practice leadership to perform service recovery and resolve patient complaints and grievances. Develops and manages the centralized complaint tracking process for MMG; analyzes trends and assists clinics in the development of action plans to resolve recurring complaints.

Primary Duties and Responsibilities

• Investigates and resolves a wide range of non-clinical problems incurred by patients and caregivers regarding policies practices and procedures in partnership with executive service line and practice leadership. Performs service recovery and composes appropriate verbal and written responses to resolve concerns amicably.
• Advocates on behalf of patients and families. Provides assurance to patients and their caregivers that the presentation of a concern or complaint in no way compromises or prejudices a patient's access to care.
• Develops and manages an effective Patient Advocacy program in partnership with the director of Service Excellence and the vice president of Communications Physician Relations & Service Excellence as well as the office of the president of MMG. Develops a complaint and compliment tracking database. Compiles data analyzes trends and develops measurable comparisons and reports for executive and service line leadership.
• Analyzes activities and prepares reports. Identifies areas for improvement and develops detailed recommendations and proposed action plans in partnership with Service Excellence.
• Serves as a role model for the highest level of customer service to leaders, providers staff and others throughout MedStar Medical Group and MedStar Health
• Along with the service excellence team develops and implements a service recovery model.
• Provides support for practice and service line leadership and hospital-based patient advocacy/relations teams. Participates in appropriate team meetings and action committees including the MMG Patient and Family Advisory Council for Quality and Safety.
• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with governmental and accreditation regulations.
• Performs other duties and responsibilities as needed relative to service excellence and patient experience.

Minimal Qualifications
Education

• Bachelor's degree in Public Health, Business, Healthcare Administration, Marketing/Communications or related field required

Experience

• 3-4 years of current experience in healthcare consumer advocacy, patient relations, or related field required
• 1-2 years of leadership experience preferred

Knowledge Skills and Abilities

• Demonstrated experience with patients and families in a healthcare setting
• Ability to work within a multidisciplinary team and multi-cultural environment
• Ability to diffuse stressful situations and resolve issues
• Well developed listening interpretive and conciliation skills
• Proficiency in Microsoft Office including Excel and PowerPoint and preferably Tableau