Patient Care Ambassador

2 weeks ago

Santa Rosa, United States Northern California Behavioral Health System Full time
POSITION TITLE: Patient Care Ambassador

REPORTS TO (TITLE): Director of Performance Improvement/Risk Management

DESCRIPTION OF POSITION:

The Patient Care Ambassador is an essential role as a champion for the patient experience and ensure patient rights are upheld. Driving the mission, values, and goals of the Northern California Behavioral Health System. Acting as a liaison for patients and all departments, this role will also serve as a partner for performance improvement and the patient wellness programs. The Patient Care Ambassador maintains knowledge of, participates in further training provided, and understands the potential risks regarding occupational health hazards (e.g. bloodborne pathogen exposures).

This role provides support regarding complaint and grievance resolution, patient rights compliance, collaborates to enhance patient care services and patient satisfaction. meets the communication needs of patient and family; provide care that reflects initiative and responsibility indicative of patient needs expectations, under the supervision of the Director of Quality and Risk Management. Maintains regulatory agency requirements, hospital policies, procedures and standards. Responds to incoming phone calls, patient's needs or concerns. Return calls to patients with the answer to concerns/questions/request per direction for provider. Communicate with physicians and team members regarding response and re and accurately to and changes in condition, treatment, and able to perform general supportive duties while promoting safe, courteous and competent patient care services.

Exercises appropriate interventions, and judgment in development of resolutions to sensitive or difficult situations with the goal of maximum patient/customer and staff satisfaction while minimizing risks. Develops curriculum for and presents classes on Patient Rights, and de-escalation of difficult situations. Participates in appropriate committees. Facilitates coordination of communication between patients, families and medical staff, providing patients with clarity on hospital services, procedures and protocols pertaining to their concerns. Supervises all levels of staff and provides guidance in order to reach timely resolution for complaints and grievances. Assures respect for cultural and religious preferences while working to meet regulatory and family time lines for both complaint resolution and the decedent affairs program.

Patient Relations is the neutral entity to receive and process patient complaints and grievances per regulations. Supports patient rights and educates staff according to policy and procedure. Expertise is coaching difficult conversations to assure balance in communication between patients and staff. Responsible for the Patient Experience and wellness program, while meeting the guidelines for patient rights.

Requirements

KEY RESPONSIBILITIES:

Promote the mission, vision, and values of the organization.
  • Demonstrate knowledge of medical and patient right needs within scope of practice.
  • Perform patient care responsibilities considering needs specific to standard of care for patients in a behavioral healthcare setting.
  • Demonstrate ability to review plan of care and patient response to treatment and evaluate overall plan daily for effectiveness.
  • Act as a liaison to coordinate patient and family education based on identified patient learning and behavioral health needs.
  • Communicate appropriately and clearly to team leaders, coworkers, and physicians.
  • Collaborate with other departments, as appropriate or directed, to provide for an interdisciplinary approach to the patient's needs.
  • Demonstrates an ability to be flexible, organized, and function under stressful situations.
  • Treat patients and their families with respect and dignity.
MINIMUM REQUIREMENTS:

Knowledge and Experience:
  • Bachelor's Degree in related area or equivalent experience/training.
  • Experience managing a Patient Relations or similar team preferred.
  • Advanced user of Patient Relations IT Application preferred.
  • Demonstrates strong problem-solving, change, stress, and conflict management skills.
  • Three (3) years of experience in a healthcare organization.
  • Verbal de-escalation and physical intervention program as approved by the CNO.
Skills and Abilities:
  • Broad knowledge of Patient's Rights concepts, ability to apply knowledge to improve Patient Relations operations.
  • Knowledge of industry trends.
  • Critical thinking skills to resolve issues and counsel staff to develop collaborative relationships.
  • Skills to effectively manage multiple priorities in a complex, challenging environment.
  • Demonstrates adaptability and flexibility while anticipating and effectively handling change.
  • Ability to organize operations in an efficient and effective manner through improving processes, procedures, and systems.
  • Interpersonal skills to collaborate within and across departments to coordinate activities.
  • Interpersonal skills to maintain effective professional relationships with staff, peers, and senior management.
  • Proven analytical ability to evaluate complex issues and identify opportunities for performance improvements.
  • Demonstrates sound judgment.
  • Initiative and problem-solving skills to respond to a variety of situations to make recommendations and initiate process improvements within a large, academic, public institution.
  • Identify and addresses psychosocial, cultural, ethnic and religious/spiritual needs of patient and family.
  • Interact professionally with patient/family and involves patient/family in the formation of the plan of care.
  • Maintains a professional and positive working relationship both within the department, other departments, regulatory agencies, and county advocates.
  • Meets current documentation standards and regulatory requirements
  • Manages and operates equipment safely and correctly.
  • Coordinates patient care under the direct supervision of a Registered Nurse.
  • Medical and surgical asepsis is carried out during treatments and special procedures.
  • Response to the patient is appropriate in emergency or physically distressful situation
  • Knowledge of healthcare industry duties assisting clinical staff.
  • Strong organizational and interpersonal skills.
  • Determining appropriate course of action in more complex situations.
  • Work independently, exercise creativity, be attentive to detail, and maintain a positive attitude.
  • Manage multiple and simultaneous responsibilities and to prioritize scheduling or work.
  • Maintain confidentiality of all medical, financial, and legal information.
  • Complete work assignments accurately and in a timely manner.
  • Effective communicate, both orally and in writing/electronically.
  • Handling difficult situations involving patients, physicians, and others in a professional manner.
  • Occasionally work flexible hours as determined by organizational need.
Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following:
  • Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
  • Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
  • Give and follow verbal and written instructions with attention to detail and accuracy.
  • Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.
  • Vision: see details of objects at close range.
  • Coordinate multiple tasks simultaneously.
  • Reach forward, up, down, and to the side.
  • Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
  • Lift up to fifteen pounds.
Benefits
  • Medical
  • Vision
  • Dental
  • 401(k)
  • 3.5 Weeks Paid Time Off
  • $25,000 Life insurance policy is provided at no charge to the employee

  • Patient Care Technician

    2 months ago

    Santa Rosa, United States Kaiser Permanente Full time

    Job Summary: The Patient Care Technician supports the work of the Registered Nurse to meet the needs of patients in order to provide safe, quality care. Essential Responsibilities: + Under the direction of the Nurse Manager, or designee, the Patient Care Technician assists the work of the Registered Nurse to meet the needs of patients in order to provide...

  • Ambassador of Excellent Guest Experience

    4 weeks ago

    Santa Barbara, California, United States Cottage Health Full time

    Cottage HealthAbout UsCottage Health is a renowned healthcare provider dedicated to delivering exceptional patient care and service excellence.Job Title: Ambassador of Excellent Guest ExperienceJob SummaryWe seek a highly skilled and compassionate individual to join our team as an Ambassador of Excellent Guest Experience. In this role, you will be the face...

  • Patient Care Advocate

    4 weeks ago

    Santa Rosa, California, United States Sevita Full time

    Job SummaryAs a Certified Nursing Assistant at Sevita, you will play a vital role in providing quality care and support to individuals in need. This is a rewarding opportunity to make a difference in the lives of others and be part of a dynamic team.Key Responsibilities• Provide hands-on nursing care with a focus on daily care needs and personal hygiene•...

  • Hospitality Ambassador

    3 days ago

    Santa Monica, California, United States Palihouse Santa Monica Full time

    Hospitality Ambassador Palihouse Santa Monica, a boutique beach lodge located in a quiet residential street, is seeking a qualified Hospitality Ambassador to join our team. This role is perfect for individuals who are passionate about creating genuine connections and elevating guest experiences. As a Hospitality Ambassador, you will be responsible for...

  • Patient Care Coordinator

    2 weeks ago

    Santa Rosa, California, United States Diverse Lynx Full time

    Job Title: Registered Nurse/Case ManagerJob Summary: We are seeking a skilled Registered Nurse/Case Manager to join our team at Diverse Lynx. In this role, you will be responsible for coordinating admissions, performing concurrent and retrospective utilization review, and facilitating discharge planning. Your expertise will help ensure that our patients...

  • Healthcare Professional

    4 weeks ago

    Santa Rosa, California, United States Skilled Nursing Professionals Full time

    Patient Care SpecialistAt Skilled Nursing Professionals, we are seeking a dedicated and compassionate Patient Care Specialist to join our team. As a Patient Care Specialist, you will be responsible for providing high-quality patient care and support to our residents. This includes monitoring patient conditions, assessing their needs, and collaborating with...

  • Hospital Ambassador

    1 month ago

    Santa Barbara, California, United States Cottage Health Full time

    Job SummaryThe Hospital Ambassador is responsible for providing exceptional guest services to patients and visitors at Cottage Health. This role requires a strong presence and ability to promote a culture of safety, service excellence, and authentic hospitality.Key Responsibilities Serve as a greeter, screener, and navigator for guests attempting to enter...

  • Occupational Therapist

    4 weeks ago

    Santa Rosa, California, United States Kaiser Permanente Full time

    Job Summary:As a Senior Occupational Therapist at Kaiser Permanente, you will play a vital role in providing independent occupational therapy management of patients. Under the direction of the Director of Rehabilitation or designee, you will evaluate patients and interpret evaluation findings to determine the nature and extent of dysfunction. You will...

  • Occupational Therapist

    4 weeks ago

    Santa Rosa, California, United States Providence Full time

    Job SummaryAs an Occupational Therapist at Providence, you will play a vital role in helping patients achieve their goals and improve their quality of life. We are seeking a skilled and compassionate professional to join our team and provide exceptional care to our patients.Key Responsibilities Assess patients' needs and develop personalized treatment plans...

  • Surgical Technician

    4 weeks ago

    Santa Rosa, California, United States Providence Service Full time

    Delivering Outstanding Patient CareAt Providence Service, we are committed to providing whole-person care to our patients. As a Surgical Technician, you will play a vital role in delivering exceptional care to those in need.Our Comprehensive BenefitsWe offer a comprehensive benefits package to support your well-being and career growth. This includes a...

  • Physical Therapist

    4 weeks ago

    Santa Rosa, California, United States TotalMed Staffing Full time

    About the RoleAs a Physical Therapist at TotalMed Staffing, your primary responsibility involves assessing and treating patients to achieve optimal physical therapy goals. You will develop personalized treatment plans tailored to each patient's specific needs, ensuring effective collaboration with the Physical Therapist team.Key Responsibilities• Evaluate...

  • Patient Care Coordinator

    1 week ago

    Santa Rosa, United States Disability Solutions Full time

    DCI Donor Services Sierra Donor Services (SDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at SDS is to save lives through organ and tissue donation, and we want professionals on our team that will embrace this important work!! We want people to join our team in the role of Inhouse Recovery Coordinator with...

  • Diabetes Educator

    4 weeks ago

    Santa Rosa, California, United States Sutter Bay Medical Foundation Full time

    We are seeking a highly skilled Diabetes Educator to join our team at Sutter Health. As a Diabetes Educator, you will play a critical role in providing diabetes self-management education and training to individuals, family members, and groups.Key Responsibilities:Assess educational needs and develop individualized plans to empower patients with the...

  • Occupational Therapist

    4 weeks ago

    Santa Rosa, California, United States Providence Health & Service Full time

    The practice of occupational therapy at Providence Health & Services involves assessment, treatment planning, and implementation, education, communication, and demonstration of leadership to address the needs of patients and their families, as well as to foster a positive working relationship among professionals and ancillary staff.As a member of our...

  • Patient Care Coordinator

    1 week ago

    Santa Rosa, United States Disability Solutions Full time

    DCI Donor ServicesSierra Donor Services (SDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at SDS is to save lives through organ and tissue donation, and we want professionals on our team that will embrace this important work!! We want people to join our team in the role of Inhouse Recovery Coordinator with...

  • Certified Nursing Assistant

    4 weeks ago

    Santa Rosa, California, United States Sutter Health Full time

    Job SummaryWe are seeking a skilled Nursing Assistant to join our team at Sutter Health. As a Nursing Assistant, you will work under the supervision of a Registered Nurse or Licensed Vocational Nurse to provide high-quality patient care.ResponsibilitiesProvide competent, compassionate, and individualized hygiene and basic nursing care to patients.Take vital...

  • Licensed Practical Nurse

    4 weeks ago

    Santa Rosa, California, United States Wexford Health Sources Full time

    Job SummaryThe Licensed Practical Nurse (LPN) is a vital member of our healthcare team, responsible for delivering high-quality patient care through assessment, planning, implementation, and evaluation. Under the clinical guidance of Registered Nurses, the LPN directs and guides patient teaching activities, ensuring that patients receive comprehensive care....

  • Patient Care Case Manager

    4 days ago

    Santa Rosa, California, United States Healthcare Staffing Plus Full time

    About the RoleWe are seeking a skilled Patient Care Case Manager to join our team at Healthcare Staffing Plus, a US-based national per diem, local contract, and locum tenens agency.Job SummaryThe ideal candidate will have a strong background in nursing with experience in case management and care coordination for patients with diverse needs. The successful...

  • Physical Therapist

    4 weeks ago

    Santa Rosa, California, United States Providence Health & Service Full time

    The practice of Physical Therapy at Providence Health & Services shall include assessment, treatment planning, and implementation, education, communication, and demonstration of leadership to address the needs of patients and their families as well as to foster a positive working relationship among professionals and ancillary staff.Position requires general...

  • Speech Language Pathologist

    4 weeks ago

    Santa Rosa, California, United States Providence Health & Service Full time

    The practice of speech-language pathology at Providence Health & Services includes assessment, treatment, planning, implementation, education, communication, and demonstration of techniques addressing speech language, cognitive, and swallowing disorders to meet the needs of patients and their families with supervisory guidance provided as needed.Therapists...