Patient Services Consultant

Overview

Patient Advocate, Patient Experience - UnityPoint Clinics

Monday to Friday, 8 am to 5 pm

Supporting All Markets for UnityPoint Clinics

Responsibilities

We are looking for a compassionate and dedicated Patient Advocate to join our Patient Experience Team. The Patient Advocate will act as a liaison between patients, their families, and the healthcare team, ensuring patients’ voices are heard and their needs are met.

The ideal candidate will work to resolve concerns, provide guidance, and ensure patients receive the highest level of care and support.

If you are passionate about patient care and advocacy, this role is for you.

Key Responsibilities :

Strengthens, personalizes, and enhances the relationships between the clinic and consumers to assure patient and team members are aware of patient’s rights and responsibilities;

assure compliance with these rights. Interprets clinic philosophy, policies, and procedures for increased understanding.

• Represents the CEO / senior leadership team to patients, families, physicians, and team members as needed, to ensure a positive representation of UnityPoint Clinic.
• Works directly with Risk Management and Compliance to support review and / or appropriate follow-up of complaints / grievances that come through the Compliance Hotline or related channels.
• Reviews comments submitted through patient surveying to identify opportunities for service recovery at the clinic or Advocate level.
• Provide themes for improvement to the Patient Experience team and Quality team for further follow-up to enhance process and / or experience issues.
• Consistently uses skills and knowledge to manage and maneuver through all levels of the organization to assist with patient care and service issues.
• Determines the course of action for all patients referred to Patient Advocate or upon request of patients or visitors.

Manages the patient complaint / grievance processing system, including the coordination of feedback to patients and team members concerning complaints, grievances, and resolutions.

• Works with and provides support to team members and providers to increase satisfaction in the patient experience.
• Determine satisfactory resolution of complaints and grievances to mitigate future adverse events, costs, and / or potential liability to the organization.
• Documents complaints and grievances in computer data base and facilitates appropriate feedback to patients, families, and team members concerning the complaint or grievance and resolution.
• Assists in conflict resolution with patients and families.
• Alerts Administration, Risk Manager and / or legal departments regarding grievances with potential liability.
• Works with Safety & Security and Facilities Management in the investigation of adverse occurrences or mitigation, as needed.
• Works in collaboration with the UnityPoint Clinic and central billing office to assist in resolving complex billing issues that are elevated to the Patient Advocate.

Assist in determining resolution to founded complaints or grievances.

Qualifications

• Bachelor’s degree required. Preferred degree in social work, healthcare administration, nursing, or a related field.
• Minimum of 3 years of experience in patient advocacy, healthcare, or customer service.
• Knowledge of hospital policies, healthcare processes, and insurance coverage.
• Strong interpersonal and communication skills, with the ability to empathize and remain patient-focused.
• Ability to handle sensitive situations with compassion, professionalism, and discretion.
• Experience with conflict resolution and problem-solving in a healthcare setting.
• Proficiency in using electronic health record (EHR) systems and other related software.

Why UnityPoint Health?

• Commitment to our Team We're proud to be recognized as a by Becker's Healthcare for our commitment to our team members.
• Culture At UnityPoint Health, you matter. Come for a fulfilling career and experience a guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
• Benefits Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
• Diversity, Equity and Inclusion Commitment We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development We believe equipping you with support and is an essential part of delivering a remarkable employment experience.
• Community Involvement Be an essential part of our core purpose to improve the health of the people and communities we serve.
9 days ago