Job Description

At Shore Regional Health, you can learn, grow and make a lasting impact on patients and families. You’ll experience the support of a collaborative work environment and a sense of collegiality unlike any other. Our comprehensive system has many locations and practice options to choose from throughout the beautiful Eastern Shore of Maryland.

Job Description

Full Time Days; 8am to 4:30pm

JOB SUMMARY:

• The Patient and Family Advocate is dedicated to improving the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received. The scope of these duties extends to the inpatient, outpatient, and off-site clinical areas. The incumbent is responsible for providing assistance/support as needed with patients, families, and staff that are in contact with the Patient Experience department with a focus on proactive rounding, service recovery, and mitigation of concerns.

ESSENTIAL FUNCTIONS OF THE JOB:

• Investigates patient and family concerns, provides crisis intervention and mediation for complex situations throughout SRH including dialogue with patients and families and facilitation of family meetings/care conferences.
• Responds to patient/family complaints and grievances verbally and in writing on behalf of SRH and ensures regulatory compliance throughout the process.
• Works closely with the medical staff, nursing, and leadership to achieve resolution of the concern at the most appropriate level within the organizational structure.

Qualifications

MINIMUM EDUCATION, EXPERIENCE AND LICENSE/CERTIFICATION REQUIRED:

• High school diploma required. Bachelor’s degree in healthcare related field, communications, psychology, or comparable preferred.
• Two years of experience in a healthcare environment required.
• Working knowledge of personal computers and Microsoft Office suite required.
• Excellent verbal and written communication skills, including ability to synthesize the facts of an investigation and respond with compassion on behalf of SRH.
• Must be detail oriented, organized and have the ability to multi-task.
• Must possess excellent interpersonal, conflict resolution, and problem solving skills while working in a fast-paced environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation:

Pay Range: $21.753-$26.587

Other Compensation (if applicable):

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