Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more 

Work Location: Atlanta, GA

Shift Time: Monday - Friday, 7a-5p

• Patient Advocate II manages the investigation, management, regulatory compliance and resolution of complaints and grievances
• Collaborates with team members across the system and external resources to support service facilitation requests on behalf of patients, families, leadership, physicians and staff
• Patient Advocate 2 serves in advisory role to share the voice of the patient, identify barriers to service, regulatory compliance and support patient experience strategy
• Responsible for timely intake, prioritization and delegation of patient complaints, grievances and service facilitation requests
• Complies with all regulatory requirements and EHC policy governing patient complaints and grievances including 7/30 day written responses to patients and documentation in event management system
• Responsible for getting resolution for complex cases in collaboration with leadership and stakeholders
• Leads creation, reviews and timely distribution of reports for Grievance Review Committee, Joint Commission surveys and state regulatory agency visits in compliance with EHC policy
• Prepares and presents patient advocacy training classes including new employee orientation
• Responds to inquiries from insurance companies regarding quality of care and service concerns raised by members and ensures resolution, follow up and documentation as needed
• Responsible for timely, accurate, and thorough documentation of investigations and resolutions in the event management systems

SKILLS REQUIRED:

• Demonstrates expertise in navigating complex patient care situations
• Comprehend and interpret EHC policies impacting safety and customer service
• High degree of interpersonal communication and relationship building skills
• Demonstrated proficiency in computer programs such as customer databases, Microsoft Office and electronic medical record systems 
• Ability to work independently
• Conflict management
• Highly organized and ability to prioritize multiple tasks and case load
• Local travel may be required

MINIMUM EXPERIENCE:

• 3-5 years experience of customer service or case management experience
• Healthcare experience working with clinical teams and/or patients preferred
• Demonstrated conflict management and problem solving skills
• Telecommunication skills and proficiency using multi-line phone and cell phone

MINIMUM EDUCATION:

• Bachelor's Degree in healthcare preferred
• Associate degree or case management / customer service experience
• Any combination of education and experience considered

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.