Patient and Family Advocate - Nursing Administration - Presbyterian Healthcare Services

Overview:

The Patient and Family Advocate is responsible for ensuring patient, family and employee satisfaction. Patient and family satisfaction will focus on hospital services provided to the patient and will be accomplished through daily rounds, assisting patients in navigating their hospital stay, serve as a contact for patients, families and guests who have questions or concerns that are unresolved by unit-based leadership. Also responsible for listening to, and assessing, patient needs and taking steps necessary to resolve concerns or problems in an effective and timely manner. Exhibit a high degree of professionalism, servant attitude and customer service skills. Employee satisfaction will focus on identifying areas of opportunity and being engaged in employee satisfaction committees. Through rounding, will identify areas of opportunity based on interactions with patients, families and employees.

Type of Opportunity: Part Time (.45 to .89)
FTE: 0.500000
Exempt: No
Work Schedule: Days

 

We're all about well-being, starting with yours. 

Presbyterian employees have access to a fun, engaging and unique program including free, on-site and community based gyms, nutrition coaching and classes, mindfulness and meditation resources, wellness challenges and more.  Presbyterian is committed to an inclusive and equitable environment where everyone is valued and empowered for success.  We believe our environment should reflect the diversity of our community.  

How you grow, learn and thrive matters here.  

• Educational and career development options, including tuition and certification reimbursement, scholarship opportunities.
• Strongline staff safety (a wearable badge that allows employees to quickly and discreetly call for help when safety is a concern).
• Shift differentials for nights and weekends
• Differentials for higher education, certifications and various lead roles
• Malpractice liability insurance

Qualifications:

• Associates Degree required, however, three years of additional experience can be substituted in lieu of the degree,
• Minimum five years relevant work experience in direct patient contact within healthcare or in a high touch customer service position.
• Bilingual preferred.
• Must be able to work cooperatively with patients, families and guests, as well as all levels of staff and management within the organization.
• Requires professional communication skills, empathetic approach, superior listening skills, ability to discern issues, able to prioritize and organize workload independently and demonstrate follow-through.
• Demonstrated ability to build relationships and trust, is credible, and able to work with diverse populations.

 

 

Responsibilities:

• Makes daily rounds to ensure patient and family satisfaction, initiate service recovery tactics as indicated.
• Advocate for patients and families to achieve resolution to issues/concerns within own span of control or refers concerns to appropriate higher level of management for resolution.
• Incorporate patient and family centered principles and best practices into approach.
• Acts as a patient advocate and demonstrates follow-through on issues identified.
• Leads by example through consistently role modeling use of patient experiences concepts, standards and tools and
  collaborates with other professionals to enhance the overall patient experience.
• Documentation of concerns/issues/service recovery into appropriate software systems and reporting tools, following
  outlined protocols.
• Oversee Patient Family Advisory Committee (PFAC) and the Patient Satisfaction Committee.
• Work with Employee Appreciation Committee to create a better employee experience.
• Will assist leadership team in improving employee engagement.
• Performs other functions as required.

Benefits:

 Learn more about our employee benefits by clicking on this link:

 

https://www.phs.org/careers/why-work-with-us/benefits

 

About Presbyterian Healthcare Services

Presbyterian exists to improve the health of patients, members and the communities we serve.  We are a locally owned, not-for-profit healthcare system comprised of nin hospitals, a statewide health plan and a growing multi-specialty medical group.  Founded in New Mexico in 1908, we are the state's largest private employer with nearly 13,000 employees, including over 1,200 providers and nearly 3,500 nurses.

 

Our health plan serves more than 640,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial Health Plans.

 

About Lincoln County Medical Center

Nestled between tall pines and mountain vistas at an elevation of 6,900 feet, Ruidoso is a mountain oasis in southern New Mexico. With a population of nearly 20,000, Lincoln County offers many larger-town amenities in a smaller-community environment, including a wide range of activities from outdoor adventures to art galleries and theaters.

 

Ruidoso is home to Presbyterian's Lincoln County Medical Center which has served the Ruidoso and Lincoln County community since 1950 when the facility first opened as the Ruidoso-Hondo Valley General Hospital. Lincoln County Medical Center is owned by the County of Lincoln, and, since 1972, Lincoln County Medical Center has been leased and managed by Presbyterian Healthcare Services, greatly aiding in its growth and advancement. Learn more about Ruidoso here.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

Maximum Offer for this position is up to:USD $26.46/Hr.Compensation Disclaimer:The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.