Patient Advocate - SB Clinical Practice Management Plan : Job Details

Patient Advocate - Stony Brook CPMP - Patient Advocacy

Location: Commack, NY (may travel to other locations)

Schedule: Full time

Days/Hours: Monday - Friday; 8 AM - 4:30 PM

Salary Range: $67,700 - $78,000 (pay will be determined based on experience, preferred qualifications, and education)

Our compensation philosophy aims to provide marketable compensation programs and to compensate employees based on relevant experience and education. Individual compensation discussions begin during the hiring process and may occur during job review and promotional opportunities. Salaries vary depending on experience, education and current market for the position. Human Resources determines the external and internal equitable salary for each employee.

SUMMARY: At Stony Brook Medicine, under direction of the Director of Patient Advocacy, the Patient Advocate will work in the Patient Advocacy Department and will interact with patients, families, visitors, and administrative and professional staff as well as community members and university staff.

Job Duties & Essential Functions:

• Facilitate resolution to expressed concerns, answer questions, and honor requests or recommendations.
• Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.
• Serve as liaison between patients, families, hospital and medical staff.
• Advocate for Patients Rights.
• Promote patient satisfaction.
• Serve as a resource by providing information for the patient regarding organizational services and resources.
• Offer assistance by fostering a collaborative relationship with the healthcare team, the patient and the family.
• Utilize a variety of interpersonal, communication, problem solving and negotiation skills to identify, validate and resolve patients concerns.
• Initiate appropriate documentation to address the concerns of the patient and provides critical assistance and consultation to ensure issues are elevate to appropriate channels to expedite resolution when needed.
• Maintain database tracking all complaints, grievances, compliments.
• Participate on committees, work groups, and/or process improvement teams that improve the patient experience by providing feedback from the patient to the organization.
• Writes response letters to complaints and grievances following State and Federal regulations.
• Other duties as assigned.

Required Education and Qualifications:

• Bachelor degree in Human Service field or Healthcare Management.
• 3 years of healthcare experience; to include direct patient communication.
• Strong customer service skills.
• Excellent communication skills both written and verbal.
• Ability to handle difficult patient and family situations constructively.
• Proficient in Microsoft Office.

Preferred Education and Qualifications:

• Masters Degree.
• Experience in complaint management.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with patients, staff and medical providers. The employee must be able to exchange accurate information in these situations. This position is active and requires the employee to constantly move about in the office to assist patients, staff and medical providers. Any additional physical demands will be outlined and provided by management.

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of CPMP.

StaffCo is a Professional Employer Organization, commonly referred to as a PEO, duly organized and registered under the New York Professional Employer Organization law. StaffCo and SUNY have entered into a professional employer agreement under which StaffCo is the employer of Stony Brook Clinical Practice Management Plan employees and responsible for all aspects of employment, including hirings, promotions, disciplines, terminations, the day-to-day direction and supervision of work, as well as labor relations and collective bargaining. StaffCo is fully responsible for providing all payroll and human resources services, including the payment of wages, collecting and reporting payroll taxes and maintaining any and all employee benefits.? SUNY Stony Brook Hospital is responsible for the operation of the hospital and provision of health care and is the co-employer as is necessary to conduct its responsibilities and for related licensure, regulatory or statutory requirements and obligations.?

Given StaffCos employment responsibilities, it is deemed the employer for employment and labor law purposes.? Thus, the employees are private sector employees of StaffCo, not public sector employees of SUNY.? The private sector nature of the StaffCo employees has been approved by NYS Civil Service and upheld in a decision by the US National Labor Relations Board.

CPMP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfer, leaves of absence, compensation and training.

CPMP expressly prohibits any form of workplace harassment based on race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. Improper interference with the ability of CPMPs employees to perform their job duties may result in discipline up to and including discharge.