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PATIENT ADVOCATE

Company: Erie County Medical Center
Location: Buffalo
Posted on: June 23, 2022

Job Description:

DISTINGUISHING FEATURES OF THE CLASS: The work involves serving as a liaison between patients and their supporters/caregivers and staff at the Erie County Medical Center Corporation. The incumbent works directly with patients in reviewing procedures and services and in addressing and resolving matters that may arise. The incumbent is responsible for maintaining quality patient care services and providing patients and their supporters/caregivers a forum for communication. Work is performed under the general supervision of a higher-level professional employee with leeway for the exercise of independent judgment in carrying out the details of the work. Does related work as required. TYPICAL WORK ACTIVITIES: Serves as designated liaison through whom patients and their supporters/caregivers communicate with on patient care matters; Monitors patient experience feedback thorough patient interaction and formal survey scores; works with applicable staff to review and address potential issues related to the patient experience; Provides patients and their supporters/caregivers with pertinent ECMCC and patient care information and also reviews #Patient Bill of Rights# materials within twenty-four (24) hours of patient admission; Assists in referring patients to appropriate hospital and community-based services and resources; Identifies and assesses issues that may arise; advances clinical inquires and complaints to appropriate staff members; assists in the investigation of patient care and related matters as assigned; Participates in developing recommendations for new or amended policies and procedures on applicable matters; May prepare summary reports regarding patient care, patient experience and related matters as necessary; Enhances professional growth and development through participation in educational programs, current literature, in-service and workshops; Attends and participates in meetings and committees as required. FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Good knowledge of ECMCC, its mission, vision, services lines, staff and physical layout; good knowledge of hospital and community services available to patients and their supporters/caregivers; working knowledge of applicable laws, rules, regulations, accreditation standards, and ECMCC policies and procedures; working knowledge of medical terminology; strong organizational skills; ability to understand and interpret patient feedback and survey scores as it relates to care provided and patient experience; ability to develop recommendations for providing care, maximizing patient experience, and developing policies and procedures; ability to utilize community resources effectively to meet individualized patient and supporter/caregiver needs; ability to prepare reports; ability to communicate effectively, both orally and in writing; ability to establish and maintain effective working relationships with a diverse constituency; ability to utilize a variety of electronic software applications; ability to work independently; empathy; emotional stability; capable of performing the essential functions of the position with or without reasonable accommodation. MINIMUM QUALIFICATIONS: A.) Completion of sixty (60) semester credit hours from a regionally accredited or New York State registered college or university and two (2) years of experience* in a hospital or long-term care/skilled nursing setting; or: B.) Graduation from high school or possession of a high school equivalency diploma and four (4) years of experience in a hospital or long-term care/skilled nursing setting; or: C.) An equivalent combination of training and experience as defined by the limits of (A) and (B). *NOTE 1: Graduation from a regionally accredited or New York State registered college or university with a Bachelor#s Degree may be substituted for one (1) year of the required qualifying experience. SPECIAL REQUIREMENTS: Possession of Basic Life Support (BLS) Certification within thirty (30) days of appointment and maintenance throughout duration of employment. IN ADDITION, SPECIAL REQUIREMENTS FOR ASSIGNMENT TO BEHAVIORAL HEALTH AREA: Completion of initial and participation in annual re-training of New York State Office of Mental Health-certified Preventing and Managing Crisis Situation (PMCS) Training as administered by ECMCC Nursing Department within thirty (30) days of appointment; Section 424-a of the Social Services Law requires the local social services district to inquire whether the applicant is the subject of an indicated child abuse or maltreatment report on file with the State Central Register of Child Abuse and Maltreatment. All potential employees for this position will be requested to sign the necessary clearance form prior to being advised that they will be hired. Refusal to sign will be cause for an automatic non-selection. NOTE 2: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements. .",

Keywords: Erie County Medical Center, Buffalo , PATIENT ADVOCATE, Other , Buffalo, New York

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