Patient Advocate

Why Work at Children's....Here, it’s different. Come join us.Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit, and a celebrated history, we’re making new strides every day.We’ve been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the best of the best pediatric hospitals with #1 rankings in Colorado and the region by U.S. News & World Report.As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300 outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.That’s why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different.Job OverviewThe Patient Advocate will act as a liaison between patients, families, or community members and Children’s Hospital staff, both proactively and when challenges are presented, and will collaborate as needed to help resolve complaints and concerns expressed by patients, families, or community members. The Patient Advocate’s primary goal will be to personalize and strengthen the relationships and foster effective communication between the patient, their family, and the staff, keeping respect and confidentiality as a priority.Additional InformationDepartment Name: Visitor ManagementJob Status: Full time, 40 hours per weekShift: Monday to Friday, 8am to 4:30pm, Hybrid 2 days a week in the office.Qualifications• EDUCATION – High School Diploma or equivalent• EXPERIENCE – Two years experience in a healthcare of human services industry setting• EQUIVALENCY – A relevant associate or bachelor degree may substitute for the required experience on a year for year basis.ResponsibilitiesPOPULATION SPECIFIC CARE• No direct patient careEssential FunctionsAn employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.• Serve as a point of contact for organization-wide complaints, grievances, and concerns expressed by patients, families, and community members• Receive, refer and respond to incoming calls, emails, mail and online submissions• Collaborate between different departments to resolve patient/family complaint• Manage all aspects of the complaint process complaints received through patient advocate cue.• Directly communicate with the complainant to hear concerns and understand ideal resolution• Provide detailed documentation of the complaint to department leaders and staff involved• Communicate with department leaders and staff throughout investigation to understand progress of investigation and ability to achieve ideal resolution for complainant• Share department leader’s investigative feedback directly with complainant and work to address additional concerns• If complainant continues to be dissatisfied, provide options for continuing to address concerns through other avenues• Provide emotional support to complainant as they discuss concerns related to CHCO• Set boundaries with complainants regarding respectful behavior, language and attitudes to foster a professional relationship with the complainant and all staff• Responsible for managing and reporting out on case status during organization wide committee meetings• Manage resolution of assigned case load• Provide patient feedback to the organization to continually improve the patient experience• General administrative support• Support complaint resolution by arranging meetings/conference calls with appropriate parties• Collaborate with financial departments to navigate family reimbursements when applicable• Escalate case appropriately when complainant is dissatisfied with the complaint process or when otherwise necessaryOther InformationSCOPE AND LEVEL• Guidelines : Guidelines are generally but not always clearly applicable, requiring the employee to exercise judgment in selecting the most pertinent guideline, interpret precedents, adapt standard practices to differing situations, and recommend alternative actions in situations without precedent.• Complexity: Duties assigned are generally complex and may be of substantial intricacy. Work assignment is performed within an established framework under general instructions but requires simultaneous coordination of assigned functions or projects in various stages of completion.• Decision Making: Exercises judgment and discretion, and is responsible for determining the time, place and sequence of the work performed.• Communications: Contacts with the public or employees where explanatory or interpretive information is exchanged, defended, and gathered and discretion and judgment are required within the parameters of the job function.• Supervision Received: Performs work with minimal supervisory oversight. Under general supervision, the employee receives assignments and is expected to carry them through to completion with substantial independence. Work is reviewed for adherence to instructions, accuracy, completeness, and conformance to standard practice or precedent. Recurring work clearly covered by guidelines may or may not be reviewed.Physical RequirementsAbility to Perform Essential Functions of the JobPhysical Requirements• Audio-Visual: Color Discrimination – Fair• Audio-Visual: Depth Perception – Fair• Audio-Visual: Near Vision: Good• Audio-Visual: Far Vision: Good• Audio Visual: Hearing: Good• Motion: Bend : Up to 1/3 of the time• Motion: Reach up to 1/3 of the time• Motion: Carry up to 1/3 of the time• Motion: Pull up to 1/3 of the time• Motion: Push up to 1/3 of the time• Weight Lifted/Force Exerted: Up to 10 lbs. or more, 1/3 of the time• General Activity: Stand/Walk up to 4hrs a day• Use of hands/feet: Precise Motion Function (or fine manipulation)WORK ENVIRONMENT• Equipment: telephone, computers, fax machines, copiers, reading reports/graphs• Exposure: Exposure to blood/body fluid: Rarely• Exposure: Exposure to cold/heat: Occasional• Exposure: Exposure to infectious disease: Occasional• Mental and Emotional Requirements: Manages stress appropriately• Mental and Emotional Requirements: Works with others effectivelyEqual Employment OpportunityIt is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.Salary InformationAnnual Salary Range (Based on 40 hours worked per week): $43,979.36 to $65,969.03Hourly Salary Range: $21.14 to $31.72Benefits InformationHere, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.