Patient Advocate - Revo Health

Description

The Patient Advocate is a centralized point of contact focused on improving services to patients. This role will advise on how best to resolve and respond to patient and family care communication, concerns and complaints made with Twin Cities Orthopedics, i-Health and Revo Health clients. The position is responsible for supporting organizational adverse events, managing the resolution process, assisting with escalated complaints, acting as a liaison between the patient and others involved while honoring patient rights, following policies and procedures to ensure delivery of remarkable care and service.

This is a full-time position working hybrid M-F out of our Corporate Office in Bloomington. Hours will align with typical daytime hours at Twin Cities Orthopedics clinic locations.

Revo Health is a professional services company that partners with multiple healthcare groups to deliver exceptional patient care. This position will be employed through Revo Health, working closely with Infinite Health Collaborative (i-Health) and its operating divisions.

Essential Functions :

• Act as the ambassador of all customer service and patient experience work.
• Represent the medical group's perspective regarding patient complaints, making decisions and recommendations on how best to support our patients, families and guests regarding their concerns.
• Act as a resource for complaints that are not able to be resolved at the local level.
• Appropriately communicate and escalate patient complaints. Coordinate a response on behalf of the organization with clinic team members, clinic managers, and other administrative leaders as needed.
• Lead the resolution process by writing letters from a perspective that hears and respects our patients' views, while also balancing the needs of the organization.
• Oversee and demonstrate accountability for assuring applicable regulatory and policy requirements are met in all written responses that are required for patient complaints.
• Analyze standard reports as directed by the department director on a consistent basis.
• Collaborates with department leader for reporting potentially compensable event (PCE) to malpractice agency.
• Gathers routine adverse event indications from patient reported outcomes software to Chief Medical Officer (CMO) for regular review. Possible follow up with patient and communication to physician and team if necessary or indicated by CMO.
• Assist in building and improving patient data collection, utilizing trending results to improve processes in collaboration with leadership.
• Process reports on a regular basis including patient satisfaction, patient complaints and patient outcome information to create an overall quality value indication.
• Design education processes or valuable training resources through available systems to for focused improvement initiatives based on analytic findings.
• Any and all other duties as assigned

Education and Experience Requirements :

Benefits & Compensation :

Essential Requirements :

Ability to :

Performance Expectations - Revo Health's Core Values :

Environmental Conditions :

Notes :

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.