Job Description

Job Summary 

The Patient Advocates primary assignment is to serve as the liaison between patients, customers and the organization as a whole and between the institution and the community it serves. Provides a specific channel through which patients can seek solutions to problems, concerns and unmet needs. Enables patients and families to obtain solutions to problems by acting on their behalf with Leadership or any department or service, coordinating among departments if necessary and recommending alternative policies and procedures in order to improve service to patients. Interprets the organizations philosophy, policies, procedures and services to patents, their families and visitors. 

Essential Functions

Promotes a proactive image of the hospital in matters of guest relations and patient satisfaction by routinely interacting with patients and visitors. Investigates and directs inquiries and complaints to appropriate hospital staff members and act as an intermediary to hospital administration on behalf of patients and their families. Encourages understanding and adherence by both staff and patient to the hospital’s philosophy on patients’ rights and responsibilities. Acts as a resource for patients, providing information and support from a patient-centered perspective before and after surgery. Facilitates communication between patients, families, and healthcare providers to ensure understanding of procedures, expectations, and available resources. Educates patients and families about their rights, responsibilities, and available resources to support informed decision-making. Maintains accurate, confidential records of patient interactions. Performs other duties as assigned. Complies with all policies and standards.

Qualifications

1-2 years of experience in patient advocacy, insurance navigation, or a healthcare support role, preferably in a surgical or clinical setting required

Knowledge, Skills and Abilities

Knowledge of patient rights, healthcare policies, insurance benefits, and pre-authorization processes. Strong communication and interpersonal skills for effective interaction with patients, families, and healthcare staff. Problem-solving skills to address patient concerns and navigate insurance requirements promptly. Empathy and resilience to provide compassionate support to patients pre- and post-operatively. Organizational skills to manage multiple patient cases, maintain accurate records, and ensure timely authorization approvals.