Patient Advocate - Hartford Healthcare : Job Details

Description Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift Details: Monday-FridayWork where everymomentmatters.Every day, almost 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.The story of Hartford HealthCare is the story of transformation – from a handful of disconnected organizations a decade ago to a unified system with a shared, value-based culture of accountability and innovation. The healthcare landscape has become highly competitive, with new players and disruptive technology and we are working to expand and create our system's organizational, leadership, cultural, and talent capabilities to ensure Hartford HealthCare will always be the first choice of the people we serve.The Patient Advocate is responsible for supporting customer and patient experience efforts in local and defined areas within Hartford HealthCare including for managing customer complaints and grievances within federal regulatory guidelines and within the organization's service standards and supporting employees in resolving customer concerns. Responsibilities include but, are not limited to the following:Management of customer and patient concerns and complaintsReceive, manage, investigate as needed, resolve and close customer concerns, complaints and grievances.Collaborate with local leadership as needed to resolve and close customer concerns, complaints and grievancesMay proactively round on patients with consideration to current areas of opportunity based on patient complaint dataImpartially investigate customer concerns, acting as an advocate for the customer as appropriateAct as subject matter experts for regulatory and compliance elements of customer complaint managementEducate employees on HHC processes and policies regarding customer complaint management processesCoach employees through service recovery opportunitiesEnsure current familiarity with complaint data trends and reportsMay attend local leadership meetings to share customer complaint data and reportsQualificationsEducation:Bachelor's Degree in healthcare management, nursing or business related area; Minimum of 5 years' experience in healthcare can offset degree requirementQualifications:Prior patient/customer experience preferredServes as a role model for exceptional customer serviceExcellent communication and complaint resolution skillsStrong conflict management, interpersonal and negotiation skillsDevelop strong trusting relationships in order to lead through influenceAbility to coach and empower colleagues in service recoveryWe take great care of careers.With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this isyour moment.