Patient Advocate

Job summary

Maintains patient rights by educating patients; responding to patient and patient family complaints;
resolving patient issues; Reporting and following-up patient concerns and unresolved issues.

Requirements

• Bachelors Degree and/or equivalent work experience required in Communication/ Marketing, Customer Service, Health Care, Business, Behavioural Health or relevant related discipline.
• At least two (2) years’ relevant working experience.
• Proficient with the computer (MSExcel, MSWord and the Internet)
• Customer Service experience desirable
• Be knowledgeable of and committed to the philosophy, principles and mission of the Seventh-day Adventist Church.

Responsibilities

• Presents the hospital’s patient rights philosophy to patients by visiting with them within the hospital facility; introducing them to the patient right’s manual; confirming their understanding of who to contact with questions or concerns. Prevents complaints by consulting with supervisors and managers who see a problem developing; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints.
• Documents complaints by listening to patient and patient family complaints; documenting details; determining what resolution is sought.
• Resolves complaints by listening to patients and their families; directing them to the appropriate hospital representative; helping them present accurate account or details to the hospital representative; developing acceptable resolutions; following-up on outcomes.
• Alerts Administrator and legal representative by documenting unresolved complaints and potential legal actions.
• Maintains patient and family confidence by keeping complaint information confidential.
• Improves quality results by assessing, and re-designing patient complaint processes; implementing changes.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, government, and local requirements, and Joint Commission on Accreditation of Healthcare Organizations (JCAHO) standards.
• Enhances patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Preparation of reports and/or presentations that accurately capture issues that warrant urgent resolution.
• Any other duties and specific work projects which may be assigned from time to time.

Functional skills

• Excellent interpersonal skills.
• Effective communication skills (verbal and written)
• Advanced troubleshooting and multitasking
• Exceptional customer service skills.
• Exceptional listening skills.
• Ability to think strategically and function in a leadership capacity
• Excellent verbal and written communication skills.
• Meticulous, detailed, well-organized and able to work independently to meet deadlines.
• Tactful and discrete when dealing with people and confidential information.
• Excellent time management skills to balance administrative role and other required functions.
• Great team player.

Note

To view details and apply please visit https://www.andrewsmemorialhospital.com/careers-2/ and see application form below the job descriptions.

Interested persons may submit their application and resume by September 2, 2019 addressed to: 
     The Human Resource Director 
     Andrews Memorial Hospital 
     27 Hope Road, Kingston 10, 
     Jamaica, West Indies 
Or by electronic mail to amh_hr@amhosp.org with the applicable Job Title in the subject line.

We thank all applicants for their interest; however, only shortlisted candidates will be contacted.

Contact

Human Resource Director

Andrews Memorial Hospital Limited

27 Hope Road,

Kingston 10.

Email: amh_hr@amhosp.org

Base Salary: Undisclosed