Patient Advocate

Apply for Job Job ID 91351
Location Aurora, Colorado
Full/Part Time Full-Time
Regular/Temporary Regular
Add to Favorite Jobs
Why Work at Children's.

Here, it's different. Come join us.

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation's brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist's outlook, a trailblazing spirit, and a celebrated history, we're making new strides every day.

We've been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the best of the best pediatric hospitals with #1 rankings in Colorado and the region by U. S. News & World Report.

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That's why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it's different.

The Patient Advocate serves as a liaison between patients, families, community members, and Children's Hospital Colorado team members. They work proactively and address challenges as they arise, collaborating to resolve complaints and concerns. The primary focus is to strengthen relationships, foster effective communication, and ensure respect and confidentiality in every interaction.

Department Name:Patient Advocate
Job Status: Full time, 40 hours per week
Shift: Monday to Friday, 8am to 4:30pm

• Education: Associate's degree in healthcare, human services, or a closely related field
• Experience: Two years of experience in a healthcare or human services industry setting, managing complex, sensitive, and escalated customer interactions while adhering to strict regulatory compliance standards
• Equivalency: Two (2) years of relevant experience, beyond stated requirements, may substitute for the Associate's degree. A bachelor's degree may substitute for the required experience in a relevant field

POPULATION SPECIFIC CARE
No direct patient care

ESSENTIAL FUNCTIONS
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.
1. Serve as a point of contact for organization-wide complaints, grievances, and concerns expressed by patients, families, and/ or community members
a. Communicate complaint and grievance process to patients and families, utilize de-escalation techniques as needed and escalate to appropriate teams.
b. Provides a high level of customer service support and assistance to patients, families, physicians and other internal/external partners
c. Practices rapport building with patients, families, and team members (in person, by phone, or by email) to effectively address complaints and grievances.
2. Provides administrative support functions including answering and directing phone calls (intake), responding to internal and external communications for Patient Relations team.
3. Provides complex management of all aspects of the complaint and grievance workload, which may include extensive written documentation in complaint system, reviewing electronic medical records, conference calls with families and leaders. Responsible for proofreading and editing written communications with a high degree of complexity.
a. Performs timely documentation into complaint system to adhere to regulatory compliance.
b. Identifies trends in concerns and notifies appropriate parties when patterns develop.
c. Identifies situations which require additional escalation to leadership teams and department stakeholders.

SCOPE AND LEVEL

Guidelines: Developmental, standard, or intermediate level. Guidelines are generally numerous, well established, and directly applicable to the work assignment. Work assignment and desired results are explained by general oral or written instructions.

Complexity: Falls between the entry and full performance/senior level. Duties assigned are generally repetitive and restricted in scope but may be of substantial intricacy. Employee primarily applies standardized practices.

Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases. Brings non routine issues to supervisor. Problems that are not covered by guidelines or that are without precedent are taken up with the supervisor.

Communications: Contacts with team members, clients or the public where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.

Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction. Work product is subject to continual review.

Ability to Perform Essential Functions of the Job

PHYSICAL REQUIREMENTS

• Audio-Visual: Color Discrimination - Fair
• Audio-Visual: Depth Perception - Fair
• Audio-Visual: Near Vision: Good
• Audio-Visual: Far Vision: Good
• Audio Visual: Hearing: Good
• Motion: Bend : Up to 1/3 of the time
• Motion: Reach up to 1/3 of the time
• Motion: Carry up to 1/3 of the time
• Motion: Pull up to 1/3 of the time
• Motion: Push up to 1/3 of the time
• Weight Lifted/Force Exerted: Up to 10 lbs. or more, 1/3 of the time
• General Activity: Stand/Walk up to 4hrs a day
• Use of hands/feet: Precise Motion Function (or fine manipulation)

WORK ENVIRONMENT

• Equipment: telephone, computers, fax machines, copiers, reading reports/graphs
• Exposure: Exposure to blood/body fluid: Rarely
• Exposure: Exposure .