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Emory Healthcare/Emory University Patient and Family Advocate, PRN in Decatur, Georgia


This position works on an as needed basis.


JOB DESCRIPTION: Patient and Family Advocates coordinate the investigation, management and resolution of patient and family grievances on behalf of patients, families, EHC leadership, physicians, and staff. Coordinates investigation of concerns of patients, family members, physicians, and staff regarding quality and delivery of health care. Investigation includes issue clarification, chart review, policy and procedure review, interviewing, and consulting. Resolves quality of service and quality of care complaints and grievances within the Emory Healthcare organization requiring interaction at multiple levels; assesses case consequences and makes recommendations based on investigation of complaints. Works with risk management coordinators, quality department, social services, chaplaincy, physicians and executive administration, and financial services on appropriate written and verbal responses to patient grievances. Convenes and facilitates multi-disciplinary groups for the investigation and resolution of complaints and grievances. Works closely with risk managers to identify and investigate matters that have a potential to become a claim or a lawsuit. Manages the formal grievance process and is a resource to patients, families, staff ---for interpretation of Patient Rights and Responsibilities. Determines appropriateness of service recovery gestures including decisions relating to monetary compensation and reimbursement. Responds to inquiries from insurance companies regarding quality of care and service concerns raised by members. Assists with explanation and preparation of advance directives. Coordinates transportation and lodging for patients referred for social service assistance. (TEC Only) Makes referrals to hospital social services as appropriate.Assists with explanation and preparation of advance directives. Works with manager to formulate plan for professional development. Attends educational in-services as appropriate. Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments. Maintains extensive documentation and database of patient contacts. Participates in PARS program with Vanderbilt University. Prepares and reviews reports on service quality, care issues and physician trends; Participates in assigned or appointed ad-hoc and standing committees or projects. (Ethics Committees). Presents Patient and Family Advocacy material at physician, manager, and staff orientations. Presents in-services to staff and physicians on proper handling of patient concerns. Performs other duties as assigned.


  • Bachelor's Degree in healthcare or customer relations related field

  • Two years of customer service/customer relations experience required; healthcare experience preferred

  • Must have a high degree of proficiency in interpersonal relationship skills, databases, word processing, graphs, and conflict resolution

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks. .

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Division Emory Decatur Hospital

Campus Location Decatur, GA, 30033

Campus Location US-GA-Decatur

Department CORP-Service Performance

Job Type PRN / Registry

Job Number 66092

Job Category Clinical & Nursing Support

Schedule 11a-11p

Standard Hours 4 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.