Develops, directs, and administers and evaluates the Patient Advocate Program. Investigates and responds to patient care related/customer grievance/complaints in an attempt to resolve problematic issues, enhance understanding of the patient’s Bill of Rights and patient responsibilities and to enhance satisfaction with services provided by CVPH. The Patient Advocate Manager assesses verbal and written grievances/complaints and satisfaction survey data to identify trends and areas for process improvement. The Patient Advocate Manager will function as in internal consultant across the organization working with management and staff to develop skills and strategies to resolve patient concerns as close to the bedside as possible.
As applicable, the individual has training/competency in attending to the special needs and/or behaviors appropriate to the age of the patients for which care is being provided.