Under the direction of the Emergency Manager, serves as a central resource and coordinator for all customer concerns, providing support, guidance and direction to patient/family in problem resolution both proactive and reactive; facilitates communication whereby perceived problems can be resolved for the benefit of both the patients and the hospital; fosters an environment of collaboration and collegiality, encourage patient/family to participate in their care.

This position is designed to strengthen, personalize and enhance relationships between the patient and the organization, fosters a supportive environment and promotes customer service thereby assisting the hospital in achieving its goals in patient satisfaction.

EDUCATION/EXPERIENCE:

To successfully function in this position, the following education/experience is required:

High school graduate or GED required. Some College preferred Experience in complaint resolution and problem solving with patients and families is preferred. Three-five years of relevant experience in a health care environment or customer service is required Certificate in Patient Advocacy Program or willingness to obtain within three years of accepting position. Obtains and maintains current CPR/BLS training (Card)