Patient Advocate Jobs

Here, it’s different. Come join us.

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit, and a celebrated history, we’re making new strides every day.

We’ve been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the nation’s top 10 pediatric hospitals by U.S. News & World Report.

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That’s why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different.

The Patient Advocate will act as a liaison between patients, families, or community members and Children’s Hospital staff, both proactively and when challenges are presented, and will collaborate as needed to help resolve complaints and concerns expressed by patients, families, or community members. The Patient Advocate’s primary goal will be to personalize and strengthen the relationships and foster effective communication between the patient, their family, and the staff, keeping respect and confidentiality as a priority.

Department: Patient Relations
Hours per week: 40, eligible for benefits
Shift: Monday-Friday 08:00-4:30. Option for WFH 2 days/week

• EXPERIENCE – Two years experience in a healthcare of human services industry setting
• EQUIVALENCY – A relevant associate or bachelor degree may substitute for the required experience on a year for year basis.
• EDUCATION – High School Diploma or equivalent

POPULATION SPECIFIC CARE

• No direct patient care

ESSENTIAL FUNCTIONS

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

• Provide detailed documentation of the complaint to department leaders and staff involved
• Communicate with department leaders and staff throughout investigation to understand progress of investigation and ability to achieve ideal resolution for complainant
• If complainant continues to be dissatisfied, provide options for continuing to address concerns through other avenues
• Responsible for managing and reporting out on case status during organization wide committee meetings
• Escalate case appropriately when complainant is dissatisfied with the complaint process or when otherwise necessary
• Directly communicate with the complainant to hear concerns and understand ideal resolution
• Support complaint resolution by arranging meetings/conference calls with appropriate parties
• Provide patient feedback to the organization to continually improve the patient experience
• General administrative support
• Share department leader’s investigative feedback directly with complainant and work to address additional concerns
• Set boundaries with complainants regarding respectful behavior, language and attitudes to foster a professional relationship with the complainant and all staff
• Collaborate with financial departments to navigate family reimbursements when applicable
• Collaborate between different departments to resolve patient/family complaint
• Receive, refer and respond to incoming calls, emails, mail and online submissions
• Manage all aspects of the complaint process complaints received through patient advocate cue.
  • Directly communicate with the complainant to hear concerns and understand ideal resolution
  • Provide detailed documentation of the complaint to department leaders and staff involved
  • Communicate with department leaders and staff throughout investigation to understand progress of investigation and ability to achieve ideal resolution for complainant
  • Share department leader’s investigative feedback directly with complainant and work to address additional concerns
  • If complainant continues to be dissatisfied, provide options for continuing to address concerns through other avenues
• Provide emotional support to complainant as they discuss concerns related to CHCO
• Serve as a point of contact for organization-wide complaints, grievances, and concerns expressed by patients, families, and community members
• Manage resolution of assigned case load

SCOPE AND LEVEL

Ability to Perform Essential Functions of the Job

• Weight Lifted/Force Exerted: Up to 10 lbs. or more, 1/3 of the time
• Motion: Bend : Up to 1/3 of the time
• Motion: Carry up to 1/3 of the time
• Audio-Visual: Far Vision: Good
• Motion: Push up to 1/3 of the time
• Motion: Pull up to 1/3 of the time
• Audio Visual: Hearing: Good
• Audio-Visual: Color Discrimination – Fair
• General Activity: Stand/Walk up to 4hrs a day
• Audio-Visual: Near Vision: Good
• Motion: Reach up to 1/3 of the time
• Audio-Visual: Depth Perception – Fair
• Use of hands/feet: Precise Motion Function (or fine manipulation)

Work Environment

• Exposure: Exposure to blood/body fluid: Rarely
• Mental and Emotional Requirements: Works with others effectively
• Mental and Emotional Requirements: Manages stress appropriately
• Exposure: Exposure to cold/heat: Occasional
• Equipment: telephone, computers, fax machines, copiers, reading reports/graphs
• Exposure: Exposure to infectious disease: Occasional

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

Salary Information

Benefits Information

Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to a best-in-class education benefit with 75+ tuition-free programs to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.