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Patient Advocate
The Patient Advocate at MD Anderson Cancer Center in the Texas Medical Center serves as an institutional resource to patients, families, and staff within assigned service areas by partnering with the medical staff and multidisciplinary teams to mediate and coordinate the resolution of patient complaints and grievances. Serves as a highly visible liaison to strengthen, personalize and enhance relationships between the patient and the institution. Acts as an intermediary in the patient complaints and grievances resolution process.
The ideal candidate will have demonstrated conflict resolution skills, experience having tough conversations with patients, problem solving skills, excellence in prioritization and work-flow processes.
MD Anderson offers our employees:
- Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
- Group Dental, Vision, Life, AD&D and Disability coverage
- Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals
- Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
- Tuition Assistance Program after six months of service
- Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
- Employer paid life, AD&D and an illness-related reduced salary pay program
- Health Savings Account and Dependent Care Reimbursement flexible spending accounts
- Fertility benefits
- State of Texas longevity pay
- Extensive wellness, recognition, fitness, employee health programs, and employee resource groups.
At registration, every patient is assigned a patient advocate who serves as a liaison between the patient and MD Anderson. Our patient advocates provide an opportunity for patients and their families to voice a complaint, concern or problem, or to seek a resolution in a confidential setting. They also provide information about resources and services available to patients and families, as well as education about patient rights and responsibilities.
The University of Texas MD Anderson Cancer Center is ranked the nation’s top hospital for cancer care by U.S. News & World Report’s “Best Hospitals.” MD Anderson’s mission is to eliminate cancer in Texas, the nation and the world through exceptional programs that integrate patient care, research, and prevention. Our mission also includes education for undergraduate and graduate students, trainees, professionals, employees, and the public.
JOB SPECIFIC COMPETENCIES:
Complaint Resolution:
Facilitates resolution of patient complaints and grievances for patients, families, and visitors to keep the institution compliant with state and federal regulatory requirements. Follows patients throughout the continuum of care, responding to patient and staff requests for intervention regarding resolution of complaints and grievances. Communicates with leadership and management to identify and discuss areas of concern, problems, or issues of relevance. Identifies potentially litigious cases and requests for waiver or reimbursement for referral to patient advocate supervisors and manager. Provides education regarding Patient Rights and the Patient Complaints and Grievances Policy to staff in assigned service area(s).
Data Analysis:
Documents patient, family, and visitor concerns to include synopsis of concern, investigation, collaboration with appropriate staff for investigation, and communication of resolution. Timely documentation and management of assigned case load. Presents quarterly data to Clinical Administrator Director and Medical Director of assigned center(s). Identifies system problems that cause patient/customer dissatisfaction and complaints. Initiates independent projects and participates collaboratively in Patient Experience initiatives within the multidisciplinary centers to increase patient/customer satisfaction. Participates on committees within assigned centers focused on patient satisfaction and quality of care.
Additional Responsibilities:
Demonstrates knowledge of institutional psychosocial resources available to patients and coordinates appropriate referral to these services. Responds to patient requests and staff requests, and providing assistance, information and support as needed. Travels to MD Anderson Houston Area Locations (HALs) when necessary.
EDUCATION:
Required: Bachelor's degree.
EXPERIENCE:
Required: At least one year of patient-facing experience at MD Anderson Cancer Center.
Preferred: Must have demonstrated conflict resolution skills, experience having tough conversations with patients, and problem-solving skills.
OTHER:
Must pass pre-employment skills test as required and administered by Human Resources.
The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.
This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
