Patient Support Specialist II

2 weeks ago

Duarte, California, United States City of Hope Full time


Become a vital member of the City of Hope team, where we are dedicated to making a significant impact in the battle against cancer, diabetes, and other critical health challenges.

City of Hope's expanding national network encompasses its Los Angeles campus, various clinical care sites throughout Southern California, a new cancer center in Orange County, and treatment facilities in multiple major cities.

Our compassionate and committed workforce is united by a shared mission:
To provide innovative treatments to those in need today.
This position acts as a bridge between patients, their families, and the leadership, medical professionals, and staff at City of Hope.

The Patient Support Specialist engages in thorough analytical and technical tasks related to the prompt and comprehensive examination and resolution of intricate complaints and grievances associated with the City of Hope Medical Center.

These may involve multidisciplinary and quality of care concerns spanning all clinical, medical, and operational domains. The Patient Support Specialist upholds the COH mission by embodying empathy and a patient-centered approach within the framework of COH policies.

Key Responsibilities:
Facilitates the resolution of complaints and grievances for patients and/or their representatives across the organization, documenting in accordance with Advocacy Department Guidelines.

Engages with relevant COH leadership, physicians, or others as necessary based on the nature of the concern or grievance, and is tasked with drafting formal grievance correspondence on behalf of COH.

Attends meetings or events in place of the manager.
Coordinates physician reassignments with care, ensuring privacy and adherence to COH-wide guidelines.

Guides the process and prepares patient warning and discharge letters across the organization for physicians and COH. Collaborates with physicians requesting a patient discharge from COH. Investigates, mentors, and collaborates with the Medical Group to ensure compliance with policies and procedures.

Works closely with the Risk Manager and Senior Director of Quality Risk Management on both patient and non-patient issues that arise across the organization by assisting in investigations, communications, and follow-ups with patients, families, non-patients, and physicians.

Collaborates with COH Social Media Departments to address complaints or negative feedback on COH platforms and the internet.

Partners with physicians, nursing staff, clinical social workers, patient navigators, and pastoral care to provide necessary support and guidance for patients.

Participates in patient and family conferences as needed.

Engages in process improvement initiatives/projects, participates in the weCare service excellence program, and COH committees as assigned by the Patient Advocacy Manager.

Acts as a resource for information regarding COH services and policies.

Possesses a strong understanding of medical terminology, clinical practices, COH policies, as well as compliance standards from The Joint Commission (TJC), Department of Health Services (DHS), Center for Medicare/Medicaid, ADA, HIPAA (Privacy), and other external regulations.

Demonstrates appropriate sensitivity and judgment in complex situations, collaborating effectively with enterprise leadership, including COO, CMO, CNO, VPs, physicians, department directors, managers, and staff.

Works closely with Human Resources on sensitive patient complaints involving employees and physicians.
Promotes a culture of accountability with clear structures and protocols for addressing all types of complaints and grievances.
Exhibits creative problem-solving skills with a focus on teamwork and collaboration.

Serves as a primary resource across the organization for staff and faculty education related to complaint and grievance management, ensuring the most favorable outcomes that enhance patient satisfaction, mitigate liability risks, and comply with internal and external regulations.

Supports Patient Rights and Responsibilities, exemplifying Service Excellence standards and interpersonal communication skills (oral, written, and electronic).

Encourages an environment that fosters ethical practices and addresses ethical dilemmas, including end-of-life treatment decisions faced by patients, clinical staff, and physicians.

Demonstrates knowledge and sensitivity towards the diverse values, beliefs, and behaviors of patient and employee populations, tailoring interactions to meet the social, cultural, and linguistic needs of patients.


Creates and presents reports and data on Patient Advocacy activities.
Mentors and assists in orienting new and existing Patient Advocacy staff.

Performs other related duties as assigned or requested, including presentations for new employee orientation and other meetings as directed.


Qualifications:
Master's Degree in Social Work, Health Care Administration, or a Bachelor's Degree with a California R.N. license.
If a master's degree is not held, a bachelor's degree with a California Registered Nurse license (RN) is required.
5 years of experience advocating for patients with direct patient contact in a healthcare environment.

Preferred:
Master's in Nursing.

LCSW with the California Board of Behavioral Sciences. 5 years of experience advocating for patients with direct patient contact in an acute care setting.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please visit our website. To explore our Comprehensive Benefits, please refer to our benefits page.

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