Patient Advocate

St. Luke's Health - Memorial Hospital in Lufkin, TX, paves the way for quality innovative health care in East Texas. With hospitals in Lufkin, Livingston, and San Augustine, St. Luke’s Health provides more than a quarter of a million patient services each year. Our facility is a collaboration between St. Luke’s Health and a team of specialized physicians focused on General and Interventional Cardiology, Sports Medicine, and Orthopedics, including Total Joint Replacement and Spine Care.

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. & from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

We offer the following benefits to support you and your family:

• Health/Dental/Vision Insurance
• Flexible spending accounts
• Paid Time Off (PTO) 
• Tuition Assistance for career growth and development
• Matching Retirement Programs 
• Wellness Programs

Position Summary:

Act as an advocate for hospital patients, patients' family members, and patients' designated representatives by coordinating, documenting, and investigating reported complaints and/or grievances; guide activities and communication that will achieve resolution to complaints. Maintain positive working relationships with patients, staff, other departments, physicians, and peers. Ensure that communication, both verbal and written, is in compliance with all regulatory requirements. Display professional and safe conduct in all interactions. Display conduct in support of CHI St. Luke’s Health Memorial Mission & Vision.

Position Responsibilities:

1. Investigates, reports, and assists in the resolution of patient concerns, grievances, or problems:   recording in writing when appropriate.
2. Interviews patient/ family upon request to ensure that the patient/family is satisfied with the services provided any that any issue that arise are addressed and resolved promptly. 
3. Maintains complaint logs and keep records of all reported issues. 
4. Provides follow-up on concerns and contacts to assure resolution or report status. 
5. Interprets hospital policies and procedures to patient and their families. (ex: overnight stays, limitations on the number of visitors permitted, parking, limitations on visiting hours, etc.).
6. Collaborates with the medical staff, and other hospital departments, to address and resolve patient complaints through patient care conferences, reporting of complaints to appropriate personnel.)
7. Provides supportive services to patients and guests as necessary. (ex: contacting family members, location of lost/found, lodging information, interpretation services, etc.)
8. Responsible to contact patients and/or resolve any outstanding issues.
9. Initiates investigation of formal complaints within department and hospital policy.  Follows established guidelines for response.
10. Listens effectively to patient and/or patient family members regarding their clinical care or service experience; interact with patients, hospital staff, and physicians to assess and identify the underlying basis of the concern/complaint.  
11. Documents patient concerns/complaints in the respective databases for resolution tracking and monitoring.
12. Communicates patient complaints and grievances to appropriate parties and assist in the ensuing investigation by thorough chart review. Coordinate the resolution within policy timelines. 
13. Initiates summary documents with recommendation to waive and/or adjust the patient bill when related to injury or the medical care provided.
14. Assesses and determines the validity/substantiation of the complaint as defined by regulatory guidelines and hospital policy.
15. Provides and promotes excellent customer service, effecting change and/or process improvement wherever possible.
16. Enhances the patient and staff/physician relationship through the sharing of patient feedback and providing in-service education to the staff.

Education Required

HS/GED

Licensure Required

None

Preferred

BLS through AHA

Work Experience Required

None

Preferred

2 years in a customer service setting