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

The Patient Advocate II manages the investigation, management, regulatory compliance and resolution of complaints and grievances.

RESPONSIBILITIES:

• Collaborates with team members across the system and external resources to support service facilitation requests on behalf of patients, families, leadership, physicians and staff
• In compliance with regulatory guidelines, resolves quality of service and quality of care complaints and grievances on behalf of Emory Healthcare
• Firmly adheres to federal regulations and Emory Healthcare policies related to the rights and responsibilities of the patient and their representatives, including HIPAA, non-discrimination policies and workplace violence
• 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, accurate, and thorough documentation of investigations and resolutions in the event management system
• Demonstrates leadership skills in committees and improvement projects to improve patient experience
• Performs daily rounds in designated areas and partners with clinical teams to address questions, concerns and resolution of requests and performs routine rounds of common areas and reports facility and safety issues needing attention
• Manages complex cases with interdisciplinary teams and responds to cases that are escalated to senior leaders
• Successfully engages with multiple levels of leadership to assesses case consequences, makes recommendations based on investigation and advises on timely resolution for complaints and grievances
• Works with risk management, quality department, social services, chaplaincy, physicians, public safety, executive administration and financial services on appropriate written and verbal responses to patient grievances
• Convenes and facilitates multi-disciplinary groups and arranges family meetings as needed for resolution of complaints and grievances
• Works closely with risk managers to identify and investigate matters that have the potential to become a claim or a lawsuit

MINIMUM QUALIFICATIONS:

• 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

JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties. 

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.