Job Description

White Rock Medical Center Patient Advocate

White Rock Medical Center is a community-based hospital located near the historic White Rock Lake community, that serves the Dallas, Garland, Mesquite and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient and emergency medicine.

Our mission is to deliver exceptional healthcare with compassion and excellence.

White Rock Medical Center is seeking compassionate, care-minded individuals to join our company and make a difference. As a member of the White Rock Medical Center team, you can advance your skills while working in a supportive and patient focused environment.

Apply today! Why join White Rock Medical Center?

• Competitive salary and benefits/Company 401(k)
• Employee programs and events.
• Paid Time Off and 7 Company Holidays.
• Employer paid life insurance.
• Additional voluntary benefits such as STD, LTD, etc.

Job Summary: Serve as the primary liaison between patients, families, and hospital staff to ensure patient rights are protected, concerns are addressed promptly, and the overall patient experience meets the highest standards. Act as an independent resource to help navigate the healthcare system, resolve conflicts, and promote patient-centered care throughout the organization.

Essential Functions:

Patient Advocacy Responsibilities:

• Respond to patient and family concerns, complaints, and requests for assistance in a timely and professional manner
• Conduct thorough investigations of patient grievances and work collaboratively with departments to achieve resolution
• Educate patients and families about their rights, responsibilities, and available resources
• Assist patients in understanding medical information, treatment options, and healthcare processes
• Facilitate communication between patients, families, and healthcare teams when conflicts arise
• Support patients in making informed healthcare decisions and accessing appropriate services
• Provide emotional support and active listening during difficult or stressful healthcare experiences
• Ensure compliance with patient rights regulations and hospital policies

System Navigation and Support:

• Help patients navigate complex healthcare systems, insurance processes, and financial assistance programs
• Coordinate with case management, social work, and other departments to address patient needs
• Assist with scheduling appointments, accessing medical records, and understanding billing processes
• Connect patients with community resources and support services
• Facilitate transfers to other facilities or providers when appropriate
• Support patients with disabilities to ensure equal access to care and services

Quality and Compliance Activities:

• Document all patient interactions and resolutions in accordance with regulatory requirements
• Identify trends and patterns in patient concerns to recommend system improvements
• Participate in quality improvement initiatives and patient experience committees
• Collaborate with risk management on patient safety and satisfaction issues
• Prepare reports on patient feedback and advocacy activities for leadership review
• Ensure compliance with Joint Commission standards, CMS Conditions of Participation, and state regulations
• Participate in regulatory surveys and accreditation processes

Required Qualifications:

Bachelor's degree in healthcare administration, social work, communications, or related field

• Minimum 2 years of experience in healthcare, customer service, or conflict resolution
• Knowledge of healthcare regulations, patient rights, and privacy laws (HIPAA)
• Strong interpersonal and communication skills
• Ability to remain neutral and objective in emotionally charged situations
• Excellent problem-solving and critical thinking abilities
• Proficiency in electronic health records and Microsoft Office applications

Preferred Qualifications:

• Certification as a Patient Advocate (Board Certification in Patient Advocacy or similar)
• Previous experience in healthcare patient relations or ombudsman role
• Knowledge of insurance processes and healthcare financing
• Bilingual capabilities
• Experience with conflict resolution and mediation techniques

Key Competencies:

• Exceptional listening and empathy skills
• Cultural sensitivity and awareness
• Conflict resolution and negotiation abilities
• Professional boundaries and confidentiality
• Stress management and emotional resilience
• Attention to detail and documentation skills

Ability to work independently and manage multiple priorities

• Diplomatic communication style
• Understanding of healthcare delivery systems
• Physical Requirements:
• Ability to move throughout hospital facility including patient care areas
• Prolonged periods of sitting and computer work
• Ability to communicate effectively in person, by phone, and in writing
• Occasional evening, weekend, or holiday coverage as needed

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