Patient Care Advocate PRN Days Gordon Hospital in Calhoun, GA at Adventist Health System

Date Posted: 10/5/2018

Job Snapshot

  • Job Schedule
    Per Diem
  • Location:
    Calhoun, GA
  • Job Category
  • Date Posted:
    10/5/2018
  • Job ID:
    18012941
  • Job Function
    Physician Services
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day
  • AHS Zone
    1-Shared Services
  • Organization
    Gordon Hospital and Murray Medical Center

Job Description


Description

Our Mission is to extend the healing ministry of Christ.

Employees are hired to help Gordon Hospital extend the healing ministry of Christ. They are expected to exhibit a continuous behavior of professionalism, which includes but is not limited to, treating customers and co-workers with respect and dignity, aligning behavior with customer service principles, maintaining customer and patient confidentiality, abiding by employee guidelines for professional behavior, appearance, and communication, exhibiting teamwork behaviors, being effective in conflict resolution, helping others to understand issues and accept changes, demonstrating high standards of work performance and flexibility, maintaining positive interdepartmental relationships, keeping a positive attitude, and adhering to the policies and procedures of the organization.

 

GENERAL SUMMARY:

Efficiently and timely communicates with patients and/or family pre or post discharge to obtain accurate and complete information in order to assess customer satisfaction, and compliance with the discharge plan of care.

PRINCIPAL DUTIES AND JOB RESPONSIBILTIES: 


•                     Surveys patients while in the hospital and helps proactively meet the patients’ needs


•                     Assists departments in developing discharge packets for patients


•                     Makes telephone contact with patients within 24-48 hours after discharge to assess patient education, compliance with discharge instructions, and patient satisfaction.


•                     Demonstrates concern and consideration for the patient’s post discharge wellbeing.


•                     Anticipates and provides solutions to customer needs; giving high priority to customer satisfaction


•                     Makes and answer calls in a professional manner with kindness and empathy.


•                     Follows scripted questions provided.


•                     Contributes to survey response rate by informing and educating patients in regards to the HCHAPS survey.


•                     Responds to customer inquiries and notifies appropriate departments to resolve customer complaints.


•                     Facilitates resolution of issues in a timely manner.


•                     Documents and tracks all pertinent information to ensure follow-up.


•                     Ensures complete and accurate documentation is recorded in the computerized database for each call.


•                     Demonstrates clear, concise communication about patient to other members of the healthcare team as necessary.


•                     Works collaboratively with department managers or designated hospital staff.


•                     Demonstrates practices to keep all medical record information protected and confidential.


•                     Prepares and distributes a daily written record by unit of the responses and comments given during the post-discharge phone call.


•                     Reports “wins” and other information gathered during post-discharge phones to management in an effort to improve processes.


•                     Attempts to contact patients discharged (3 attempts).


•                     Follows Patient’s Rights Policy at all times.


•                     Serves as resource for new personnel and staff. (The Whole Care Experience)


•                     Demonstrates recognition of emergency codes and consistently implements appropriate emergency procedures, as necessary.


•                     Assists with administrative duties of printing reports and packets and ordering of supplies.


•                     Perform other job duties as assigned.

Qualifications

KNOWLEDGE AND SKILLS REQUIRED:

 


•         Able to communicate effectively in English, both verbally and in writing required.


•         Knowledge of computer systems and applications


•         Knowledge of medical terminology


•         High school graduate

LICENSE, REGISTRATION OR CERTIFICATION PREFERRED:


CMA - Certified Medical Assistant through one of the following associations: National Healthcare Association (NHA), American Medical Technologists (AMT), or American Association of Medical Assistants (AAMA

KNOWLEDGE AND SKILLS PREFERRED:

 


•         Excel


•         Word

EDUCATION AND EXPERIENCE PREFERRED:

 


•         Customer Service experience strongly preferred


•         CMA


•         Other related medical or science degree/certification


•         Two or more years of clinical experience


•         Two or more years of EMR experience

 


This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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