General Summary/basic PURPOSE OF JOB: Acts as an advocate between hospital administration and patients/families to improve the patient experience and satisfaction with hospital care and services. Identifies and resolves, as possible, patient concerns by personal intervention or collaboration with department leaders. Proactively identifies trends in patient concerns/issues and participates in improvement initiatives to enhance patient experiences.
·Proactively rounds throughout all patient care departments, assessing levels of patient and family satisfaction and intervenes personally or collaboratively with department leaders. ·Coordinates the timely response and appropriate interventions of all patient concerns, from all sources, during and after the encounter. ·Utilizes a systematic approach to service recovery, reacting in a timely and caring manner. ·Manages hospital wide patient concerns/grievances documentation in compliance with CMS guidelines and hospital policy. ·Participates in system wide Complaint/Grievance Committee providing hospital trends in order to eliminate systematic issues and design patient centered policies, programs and practices. ·Supports the rollout and maintenance of Sinai Health System patient experience polices, programs, practices and initiatives. ·Assists in program presentations and training for all levels of hospital caregivers, as needed.
Job Requirements MINIMUM Education: ·Bachelor’s degree in healthCARE, social SERVICES, HUMANITIES, OR OTHER HEALTHCARE RELATED FIELD. · CLINICAL KNOWLEDGE PREFERRED
MINIMUM WORK EXPERIENCE: · Minimum 2-years of healthcare experience · Previous experience in patient education and/or advocacy preferred · Intermediate to advanced computer skills with Microsoft Office applications and the ability to qickly adapt to hospital specific applications · Knowledge of patient rights andregulations
Demonstrated ability to communicate across cultures Knowledge of health care provider organizations on the southwest side of Chicago (SOC defined area)
· Bilingual/Spanish preferred · Exceptional interpersonal and problem-solving skills
Schwab Rehabilitation Hospital is a freestanding, not-for-profit, 102-licensed bed facility onChicago’s West and Southwest Side that offers comprehensive inpatient and outpatient programs foradults and children. Schwab is a proud member of Sinai Health System and the first fully licensed andaccredited rehabilitation hospital in the Midwest.Our therapists see patients through the entire continuum o...f care, from acute inpatient admissions atMount Sinai Hospital, to inpatient rehabilitation and outpatient therapy services at Schwab. We alsohave a hospital-based rehabilitation-focused short-term sub-acute unit at Schwab that provides boththerapy and nursing services with exceptional outcomes.Our rehabilitation team takes a holistic, interdisciplinary approach to address the physical, cognitiveand psychosocial needs of each patient. Each patient is assessed and provided with a personalized careplan tailored to help achieve maximal independence and function. Schwab offers seven treatmentgyms featuring private treatment rooms, a warm-water indoor therapy pool, and an award-winningtherapeutic roof top garden.