Atlanta-based Emory Healthcare is the clinical arm of the Robert W. Woodruff Health Sciences Center of Emory University. Emory Healthcare is a 1,200-bed integrated academic healthcare system that consists of health centers, acute-care, and specialty hospitals. They are committed to providing first-rate care for patients, educating health professionals and leaders for the future, pursuing discovery research, and serving the community. Emory Healthcare aspires to demonstrate excellence, innovation and collaboration. If you are interested in a career with them, you will find a caring and collaborative team where everybody is treated with respect. They embrace diversity, equity and inclusion. As an employee, you will have access to competitive benefits designed to meet the needs of you and your family.
JOB DESCRIPTION: Evaluates the patient's and their family's satisfaction with the quality of care and services provided. Serves as a patient advocate and effectively represents the health care system to patients and their families, physicians, employees, and the community. Makes rounds to clinical areas on a daily basis and reports issues to department directors or their designees for resolution or follow-up. Spends time with families and documents their complaints, compliments, and healthcare needs.Provides information about hospital services. Works with appropriate departments to investigate, effectively resolve, and follow up on any complaints. Participates in the Customer Satisfaction Survey process by writing and/or coordinating responses to patients.
Responds to visitor injuries and/or risk exposure by reporting them to the appropriate supervisor. Compiles monthly and annual statistical reports. Documents (PAL) activities and services in a daily log.
Provides system-wide in-services regarding patient advocacy and risk management issues as requested. Promotes and provides system wide education on customer service and service recovery. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: Five years of experience in a role involving patient advocacy, patient satisfaction, or the resolution of patient care process issues, OR a bachelor's degree and two years experience. Must have effective interpersonal and customer service skills. Experience using various software packages including database applications, spreadsheets, and word processing.
PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation , Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.
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**Division** _Emory Univ Hospital_
**Campus Location** _Atlanta, GA, 30322_
**Campus Location** _US-GA-Atlanta_
**Department** _EUH Emergency Services_
**Job Type** _PRN / Registry_
**Job Number** _31232_
**Job Category** _Clinical & Nursing Support_
**Standard Hours** _4 Hours_
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.