Patient Relations Advocate - Community Hospital North

Community Health Network•Indianapolis, IN

About The Position

The Patient Relations Advocate acts as a liaison between Community Health Network patients, family members, or visitors to capture the voice of the healthcare consumer and share these experiences with network representatives. The Advocate works to communicate face-to-face, by phone, and by written or electronic communication means as an input and output of feedback and must have excellent communication skills. Processing feedback from healthcare consumers is managed by the Advocate to maintain compliance with regulatory bodies, support review efforts, and coordinate alongside leaders the service recovery efforts when applicable. The Advocate is an integral part of the assessment and consult to ensure Community Health Network is actively listening and interpreting what the healthcare consumer is sharing with our teams as we improve processes designed to enhance the health and well-being of the communities we serve.

Requirements

Applicants for this position should be able to collaborate with others in a team setting, have excellent communication skills, and a positive attitude toward patient experience
Five (5) or more years of customer service experience
Bachelor’s Degree (Clinical, Business, Psychology, Sociology, etc.)
In lieu of the above requirements, a combination of experience and education will be considered
Exceptional communication, relationship, and analytical skills for telephonic and email transactions
Ability to communicate effectively with patients, families, staff, and physicians, to build relationships, problem solve and provide an exceptional experience
Strong interpersonal skills and empathy
Strong problem-solving aptitude, motivated to solve issues on first contact
Working knowledge of patient billing in EMR applications
Advocates for the best possible care, outcomes, and patient/family expectations