Patient Advocate, Proton Therapy Center
Job Description
Job Description
I. General Summary
Under guidance and general supervision, provides a high level of customer service by functioning as the central communication link between patients, the Medical Center, the Maryland Proton Treatment Center, and the community. Answers patients/families’ questions, receives and resolves complaints; assists with the patient’s non-clinical needs, and provides treatment information. Collects and reports data regarding patients/families’ satisfaction with the center and staff. Provides coordination of support and facilities management services to ensure a comfortable, well-maintained environment for patients, guests, and others.
II. Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
1. Personalize patient and caregiver visit, inclusive of all patients, for example: local, out of state or out of country visitors.
2. Acts as a liaison for all patients when in need of non-medical assistance during and after center hours.
3. Resolves customer issues in a timely and professional manner. Resolves disputes and failures to provide reasonable service in the most expeditious manner possible. Provides information and facilitates issues to resolution among various department heads and patient care services managers as necessary and appropriate.
4. Establishes and maintains professional relationships with patients, families, peers, and other members of the health care team.
5. Provides information regarding travel, lodging and meal accommodations as requested. Assures that assistance, escort and parking services are provided to any guests as needed.
6. Assists patients with lodging applications and mobility/MA applications in order to determine what local resources are available.
7. Coordination of Transportation services with contracted vendor.
8. Visits waiting room areas to ensure patient satisfaction and that basic patient needs are met.
9. Communicate effectively via phone, e-mail, and other communication platforms.
Qualifications
III. Education and Experience
1. High School Diploma or equivalent (GED) is required. Bachelor’s degree preferred.
2. Three years concierge or related customer service experience is required. Experience in an acute care facility or equivalent is preferred.
IV. Knowledge, Skills and Abilities
1. Knowledge of computer operations (i.e., Microsoft Office programs such as Word or Excel) for reports and patient information retrieval.
2. Highly effective interpersonal and verbal skills, including courtesy, resourcefulness, and efficiency in answering questions, giving directions, locating appropriate hospital personnel, and explaining hospital policies and procedures, are necessary.
3. Detail-oriented and organized indiwidual.
4. Ability to demonstrate positive guest relations while dealing with demanding guests, being courteous, and practicing effective listening and problem-solving skills.
5. Ability to demonstrate knowledge and skills necessary to provide care appropriate to the age of the patients served on the assigned unit.
6. Ability to facilitate system-wide training sessions as a component of a UMMC Customer Service Program
Additional Information
All your information will be kept confidential according to EEO guidelines.
Compensation:
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