Patient Advocate Coordinator

Woodbury, MN

Requestion Number: PATIE001469

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Posted on September 29, 2021

Personal Growth. Expansion. Teamwork. Innovation. Be a part of a truly patient-first environment and an organization that cares about their employees.

 Under the direction of the Quality and Performance Improvement Manager, the Patient Advocate Coordinator will provide excellent customer service by working with others internally to be a champion for our patients and staff and to work on their behalf to provide individualized support in the navigation of patient concerns and to overcome difficult situations.

This is a part-time opportunity (20 hours per week) based at our Corporate Campus in Woodbury, MN.  

Coordinate processes for intake, investigation, and response to patient grievances, complaints, incident reporting and other patient relations issues brought forward by patients, families, and Summit team members.

Appropriately communicate and escalate patient complaints. Collaborates with leadership to resolve low risk patient grievances in a timely manner.

Coordinates agenda, topics and meeting minutes for the monthly Grievance Committee Meetings.

Partners with appropriate subject matter experts, completes in-depth clinical chart reviews on patient cases.

Supports the mission to continuously improve Summit's quality of care by: 1) listening to patients, 2) advocating patient’s concerns by documenting the complaint and sending on to department manager 3) facilitating change to meet the needs of our patients and 4) is proactive in problem solving to meet patient needs and expectations on an ongoing basis.

Serves as liaison between patients and the organization’s administration, staff and physicians. Monitors and coordinates the patient complaint database, and intervenes to provide follow-up/action as necessary to minimize risk as necessary. Supports Customer Service and Patient Experience initiatives.

Support other quality projects through data auditing, process review, and other activities as needed.

Performs other duties as assigned.

Summit Health ASO, provides administrative and clinical support to our full spectrum of orthopedic care services in our sub-specialty clinics, walk-in care at our OrthoQUICK clinics, imaging, bracing, therapy, surgery, and post-surgical stays at our Care Suites. Our expert teams are part of the 800+ employees who partner to provide quality services and care designed to support a healthier, more active lifestyle.

 

Summit Orthopedics is committed to providing equal opportunity to all employees and applicants for employment in accordance with all applicable laws and regulations of federal, state and local governing boards and/or agencies.

 

Education

  • Preferred: Bachelors in Health Administration

Experience

  • Required: Minimum of two years of experience involving significant patient and/or customer interaction, preferably in a healthcare or clinical environment. Previous experience involving problem solving interactions with physician and other health care team members, and a working knowledge of medical terminology is highly desired.