Patient Advocate
3 weeks ago
Job Summary:
The Patient Advocate plays a vital role in maintaining and strengthening the patient-provider relationship at Rogers Behavioral Health. This individual will work to develop, coordinate, and support the overall objectives of Rogers' mission and vision, while ensuring compliance with patient safety and quality improvement programs and policies.
Key Responsibilities:
- Ensure accurate recording, tracking, and completeness of reported incidents.
- Assist with the development of tools or metrics to track the overall effectiveness of the patient incident reporting program and processes.
- Plan, coordinate, and implement patient incident reporting and patient advocacy program awareness, education, and training.
- Foster a speak-up culture and employee confidence that reporting makes a difference in the organization.
- Collaborate with other departments to direct patient complaints, grievances, and risk issues to appropriate channels and effectively implement process improvements.
- Support patient safety and quality generally with performance of other projects and risk-reduction duties as assigned.
- Conduct routine audit and monitoring of patient incident and advocacy activities across all Rogers sites and levels of care based on identified need(s) and risk(s).
- Interview and/or collaborate with care teams and staff.
- Lead discussions around applicable regulations, standards, and/or Rogers policies in a way that resonates with staff.
- Provide education, training, and helpful tools/resources for management and staff.
- Prepare written summaries, findings reports, and management action plans.
- Conduct chart reviews.
- Track and manage action items to ensure timely follow-up and resolution.
- Utilize key metrics and reporting tools for tracking, trending, and optimal decision making.
- Collaborate with stakeholders to help ensure there is a mechanism in place for correcting instances which pose safety or other risks to patients or the organization as a whole, appropriate to the nature and extent of the occurrence, and ensure consistency in the application of corrective action.
Requirements:
- Bachelor's degree in healthcare, nursing, social services, business, or related field required.
- Minimum of five (5) years' experience in a healthcare setting, specifically within a patient safety, patient relations, quality improvement, and/or compliance/risk management role.
- The following licenses are preferred (including but not limited to): RN, LPC, LMFT, LPCC, LMHC, LCSW.
- Knowledge of patient incident reporting systems and customer service/service recovery principles.
- General knowledge of hospital clinical and operational practices and procedures to be able to educate and communicate effectively with internal and external customers.
- Excellent communication skills, customer focus, proficiency, leadership ability, and professional integrity.
- Self-starter attitude; comfortable with working independently.
- Working knowledge of federal and state healthcare laws and regulations.
- Electronic health record software (e.g., Cerner, Epic) experience preferred, but not required.
- Case management and/or workflow solutions/management software (e.g., SAI360, NAVEX, etc.) experience preferred, but not required.
- Strong proficiency in Adobe, Adobe Creative Suite, and Microsoft Office Products.
- Ability to work quickly and effectively in a fast-paced detail-oriented environment while adhering to deadlines.
- Valid driver license. Must be granted insurable status by the Rogers Memorial Hospital insurance policy.
Benefits:
- Health, dental, and vision insurance coverage for you and your family.
- 401(k) retirement plan.
- Employee share program.
- Life/disability insurance.
- Flex spending accounts.
- Tuition reimbursement.
- Health and wellness program.
- Employee assistance program (EAP).
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