RN Patient Advocate Trauma ED RRMC

Newport News, Virginia

Overview
Responsible for the investigation, resolution, and documentation of specific patient or visitor compliments and complaints. Develops, implements, and participates in patient experience initiatives within emergency services. This role serves as an advocate for our patients, their families, visitors, and the ED team. The ED patient advocate collects information and identifies trends through patient rounding, survey feedback, and patient experience data.

What you will do

• Rounds on patients, family members, and team members to proactively respond to concerns and minimize complaints.
• Regularly reviews real-time patient experience data. Identifies trends from patient feedback to assist in action planning. Partners with emergency department leadership to implement actions and engages in continuous process improvement.
• Assists in delivering high quality health care services in a professional, compassionate, and courteous manner while respecting the dignity and individuality of each person who comes in contact with the organization.
• Prepares formal correspondence as a follow up to patient complaints and grievances and completed them in a timely manner. Complies with all regulatory guidelines related to complaints and grievances. Engages with the ED leadership team for assistance with follow-up as necessary.
• Mediates between physicians, patients, and family members to maintain a high level of communication to assure patient satisfaction and understanding.

Qualifications

Education

• Bachelors Degree, Nursing (Preferred) or
• Associates Degree, Nursing (Preferred) or
• Program Graduate, Professional Nursing (Required) and
• High School Diploma or GED, Required only if nursing diploma graduate (Required)

Experience

• 1 year RN experience in Emergency Room (Preferred)

Licenses and Certifications

• Registered Nurse (RN) - Virginia Department of Health Professions (VDHP) or licensed in compact state Upon Hire(Required)
• CPR FA (CPR First Aid) - American Heart Association/American Red Cross/American Safety and Health Institute (AHA/ARC) (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.