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Family Advocate

Company: Johnson City Medical Center

Location: Johnson City, TN

Description:
PayGrade: 60Scope of PositionThe Advocate serves as the key communication person between patients, families, hospital guests, healthcare providers and the hospital's professional staff. The Advocate works with a diverse population from various cultures and socioeconomic backgrounds, including children and the aged, offering compassionate assistance. Since the Advocate frequently experiences ambiguous and uncertain situations, responds to all code blues and patient deaths, the Advocate must posses strong stress management techniques along with crisis intervention skills and a courteous, positive attitude that reflects a genuine concern for patients, families and visitors. The Advocate must be able to address awkward situations with tact and diplomacy. They investigate, resolve, document and report organization specific patient and visitor complaints to administration and staff and provide intervention in and resolution of a patient or visitor complaint or concern before the patient is discharged from the facility. The Advocate also responds to suggestions and compliments submitted by patients and visitors and also provides positive reinforcement to involved staff. This position facilitates open communication consistent with improving the level of customer satisfaction while striving to identify and promote continuous quality improvements. Good patient / visitor rapport is an essential element of what is now one of MSHA's primary goals - quality 'patient centered care'. One element which is critical to patient centered care for this position is the 'Be Our Guest' program for all out-of-town families, ensuring needs are met with accommodations as well as information regarding the Tri-Citites area. The Advocate contacts the Red Cross for military personnel as well as prison administration when the need arises for an incarcerated individual to be with a hospitalized family member. The Advocate must also be knowledgeable and able to communicate the 'rights and responsibilities' of the patient and provide direction to appropriate personnel regarding advance directives such as living wills and medical power of attorney. The Advocate networks resources in the form of phone calls and meal vouchers for family members and cab rides for patients when a need is apparent. The Advocate also offers referrals to other departments such as Social Work, Home Health, Health Insurance and translators via the AT&T translation line. The Advocate provides vital emotional support to families and connects them with a hospital chaplain or other pastoral care if so desired. The Advocate also provides orientation for families in several departments. These may include Adult Intensive Care, Same Day Surgery, General Surgery, Endoscopy Lab, Cath Lab and the Emergency Department. The Advocate explains to patients and families processes critical to that department and keeps families updated with vital information regarding their patient's surgery, condition and any procedures scheduled for the patient. The Advocate keeps supplies stocked in these areas that provide much needed comfort for families.The Advocate must be a team player with the ability to work under minimal supervision and apply a team approach to obtain resolutions to issues that would accomplish the goals of leadership. The Advocate will promote hospital policy on cleanliness and infection control. The Advocate will demonstrate initiative, cooperation, flexibility and resourcefulness to enhance patient and family care.Education ExperienceEducation: Bachelor’s degree in a field with emphasis in psychology, sociology, interpersonal relations or health-related field.Experience: Knowledge of medical terminology preferred. Training / experience in health care preferred. Crisis training and CPR certification preferred. Exceptional communication and public relations skills. Basic computer knowledge including word processing and spreadsheets.Physical RequirementsPhysical demands are greater than moderate and may require walking or standing for long periods of time. Requires close mental, visual and auditory attention in all aspects of job duties. Must be able to communicate effectively with patients, staff (medical, clerical, et al.), as well as family members and guests.

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	If not living in the United States enter the code "99999" for Postal Code.
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	Relocation Preference:	Will not relocate Will accept paid relocation Will pay own relocation
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