Job Description

Responsibilities

• Designs and executes comprehensive patient advocacy strategies, policies and programs to drive patient satisfaction, engagement and loyalty
• Fosters a culture of patient-centeredness throughout the organisation by promoting empathy, compassion and effective communication among healthcare providers and staff
• Designs and implements mechanisms to collect patient feedback, including surveys, focus groups, and patient advisory councils. Analyses data to identify trends, areas for improvement and best practices that lead to resolution strategies
• Drives continuous improvement by collaborating with teams across the organisation to develop and implement initiatives that enhance the patient advocacy, including process improvements, staff training and technological advancements
• Implements patient engagement initiatives by leading efforts to promote patient engagement and empowerment by implementing strategies for shared decision-making, health education and patient activation
• Monitors performance metrics; establishes key performance indicators and metrics to track and evaluate patient advocacy outcomes. Develops reports and dashboards to communicate performance to senior leadership and stakeholders
• Develops and delivers educational programs and training sessions for staff on patient advocacy and patient-centred care, effective communication and customer service skills
• Stays updated on industry trends, best practices and regular requirements related to patient advocacy and resolution
• Stays informed about emerging technologies and approaches to enhance patient engagement and satisfaction
• Collaborates with marketing and communications to ensure consistent messaging and branding across all patient touchpoints
• Promotes a culture of accountability for patient outcomes at all levels of the organisation, recognises and rewards staff for exceptional patient-centred care
• Leads, executes, implements, analyses, reports, and evaluates targeted patient advocacy improvement initiatives
• Collaborates with leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal patient advocacy outcomes

QUALIFICATIONS:

• Bachelor’s Degree in Healthcare Administration or a related field
• Certification in patient advocacy or related areas, such as a certified patient advocate professional preferred

PROFESSIONAL EXPERIENCE:

• Minimum of eight (8) to ten (10) years of experience in a healthcare administration, patient advocacy or related field
• Knowledge of patient advocacy principles, healthcare administration practices, and care solutions best practices
• Knowledge of relevant regulatory requirements, patient rights, and industry standards related to patient care and engagement
• Skills in project management, including the ability to lead and coordinate cross-functional teams effectively
• Skills in data analysis and performance measurement, with proficiency in using metrics to evaluate outcomes and drive improvements
• Skills in designing and delivering training programs focused on patient advocacy, communication, and customer service
• Ability to develop and implement strategic initiatives that enhance patient satisfaction, engagement, and loyalty
• Ability to communicate clearly and professionally with diverse stakeholders, including patients, families, clinicians, and executive leadership
• Ability to foster a culture of empathy, accountability, and patient-centred care across all levels of the organisation
• Ability to stay current with emerging trends, technologies, and best practices in patient advocacy and healthcare delivery