Job Description
**This is a part time position at 20 hours per week located at Northwestern Medicine Catherine Gratz Griffin Lake Forest Hospital. **
The Patient Representative reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The Patient Representative performs as a patient advocate to ensure that the patient and family can communicate their needs to the hospital. This role facilitates the process for the prompt investigation and resolution of patient grievances as guided by legislation and regulatory boards.
Responsibilities:
- Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective
- Investigates and mitigates grievances, potential claims and allegations against NLFH staff
- Collaborates with Risk Management and leadership across the organization to resolve patient grievances in a timely manner
- Serves as a resource to staff and physicians to facilitate difficult communication and care issues
- Recommends necessary changes in policies, procedures, and services as identified through an investigative process
- Facilitate education and assistance to patients and staff regarding the Patient’s Rights which are necessary to maintain legislative and regulatory compliance
- Serves as a primary communicator between the patient and NLFH leadership during the investigation, resolution and recovery process
- Serves as support to Patient Relations Manager
- Performs other duties as assigned
Qualifications
Required:
- High school diploma or equivalent
Preferred:
- Working knowledge of NLFH’s culture and organizational reporting structure
- BA or BS
Additional Information
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Background Check
Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
