Patient Advocate - CGH Medical Center : Job Details

Our growth is creating great opportunities! Our team is growing and we want to hire the most talented people we can. Once you've had a chance to explore our current open positions, please apply to the one you feel best suits you! You can keep track of your progress in the selection process as well as stay updated on new positions that might interest you. Shift Days, Salaried Scheduled Weekly Hours 40 POSITION PURPOSE: Responds to patient/family complaints and concerns, mediates among parties to formulate a response and helps implement corrective action as needed. ESSENTIAL FUNCTIONS:

• Receives complaints from patients or family members. Explains the Statement of Patient Rights. Listens to complaint and asks if the matter has been discussed with a physician or supervisor. If not, urges the patient or family member to discuss the matter at that level as a first step. Provides assistance with presenting facts to the appropriate hospital representatives.
• Receives reports on unresolved complaints from both patient and hospital representatives directly. Listens to complaints, documents details, and reads back to the patient (or representative) the essence of the complaint. Asks what resolution is sought and tries to develop an acceptable settlement of the complaint in line with hospital policy and requirements of the law.
• Counsels with supervisors and managers who see a problem developing, offering suggestions to resolve the potential complaint at an early stage. Works with supervisors and management to modify hospital practices that seem to cause repeated complaints.
• Interacts directly with the public, medical staff and all other professional and support personnel regarding patient concerns and complaints, conducts investigations-working toward resolution and documents process and outcomes.
• Acts as Hospital liaison in the negotiation and settlement of a potential or existing, minor claim. Red flags to the Director of Health Law incidents, causes of dissatisfaction and negative attitudes that may lead to actions against the Hospital.
• Participates with the department managers in an effort to track and trend concerns and their impact on service delivery. Provides department managers complaint data.
• Responsibility for ongoing regulatory compliance in regard to the grievance resolution process.
• Coordinates Service Recovery program.

SPECIALIZED KNOW-HOW & REQUIREMENTS:

• Associate's degree in Nursing required; Bachelors preferred. Must obtain BSN within 2 years of hire.
• Active Illinois RN License required.
• Minimum of three (3) years acute care nursing experience in a hospital setting strongly preferred.
• Excellent conflict resolution, interpersonal, written, and verbal skills strongly preferred.
• Computer literacy including operation and software application use preferred.

Compensation Range $44,200.00 - $66,300.00 Available Benefits for Benefit Eligible Positions Health and Dental Insurance IMRF (Illinois Municipal Retirement Fund) Retirement Fund (457 and 401A Plan) Medical and Dependent Care Flexible Spending Life Insurance Short and Long Term Disability Optional Insurances Paid Time Off Tuition Reimbursement and Loan Forgiveness Gift Shop Discount CGH Day Care Discount CGH Dietary Discount Employee Assistance Program CGH Pharmacy Discount CGH Vision Center Discount Thank you for your interest in a career at CGH Medical Center.