PatientAdvocacyAdministrator

**POSITION SUMMARY:** Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints. Serves as a resource to staff for patient rights, advanced directives, problem resolution, and patient advocacy. **Position** : Patient Advocacy Administrator **Department** : Patient Advocate **Schedule** : Full Time **ESSENTIAL DUTIES & RESPONSIBLITIES**: **JOB REQUIREMENTS** * Serve as liaison between patients, visitors and staff in expressions of commendation and concern. * Investigate and respond to complaints and grievances regarding the care delivered at BMC. * Serve as mediator. * Facilitate family meetings, as appropriate. * Serve as a resource to staff for patient rights and problem resolution. * Provides prompt and appropriate investigation and response to patients, families, and/or significant others who have concerns or questions, including the review, referral and resolution of complaints. * Serves as a resource to staff for patient rights, advanced directives, problem resolution, CARe process (Communication, Apology and Resolution) and patient advocacy. * Represent the patient perspective on hospital committees. * Identify trends relative to the overall patient experience at BMC--identify strengths as well as opportunities for improvement. * Work collaboratively with several departments including Risk, Quality and Patient Safety to mitigate patient risk. * Enter cases into the RL Solutions Feedback database. **JOB REQUIREMENTS** **EDUCATION:** * Bachelor's degree (_or equivalent combination of formal education and experience_) required. Masters degree in Public Health, Social Work, Nursing or Psychology preferred. **EXPERIENCE:** * At least 2 -3 years customer service experience; experience in patient advocacy, nursing or social work preferred. **KNOWLEDGE, SKILLS, & ABILITIES:** * Excellent English communication skills (oral and wr