Patient Advocate
2 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:
- Ensures accurate recording, tracking, and completeness of reported incidents.
- Assists with the development of tools or metrics to track the overall effectiveness of the patient incident reporting program and processes.
- Plans, coordinates, and implements patient incident reporting and patient advocacy program awareness, education, and training.
- Fosters a speak-up culture and employee confidence that reporting makes a difference in the organization.
- Collaborates with other departments to direct patient complaints, grievances, and risk issues to appropriate channels and effectively implement process improvements.
- Supports patient safety and quality generally with performance of other projects and risk-reduction duties as assigned.
- Conducts 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).
- Interviews and/or collaborates with care teams and staff.
- Leads discussions around applicable regulations, standards, and/or Rogers policies in a way that resonates with staff.
- Provides education, training, and helpful tools/resources for management and staff.
- Prepares written summaries, findings reports, and management action plans.
- Conducts chart reviews.
- Tracks and manages action items to ensure timely follow-up and resolution.
- Utilizes key metrics and reporting tools for tracking, trending, and optimal decision making.
- Collaborates 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.
- Promotes a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.
- Be open to change and actively support change.
- Be open to others' ideas and points of view.
- Uses emotional intelligence to effectively communicate, lead, and develop leaders and staff.
- Evaluates employees objectively and provides employees with periodic coaching and feedback.
- Ensures all team members are following policies and procedures for Rogers.
- Promotes department goals as well as the mission of Rogers.
- Communicates goals to fellow staff members.
- Demonstrates measurable goal achievement.
- Maintains department policies and procedures.
- Educates new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
- Resolves individual issues with peers in a positive, solutions-focused manner.
- In collaboration with human resources with conflict resolution and investigations.
- Maintains an understanding of any variance and its impact on the department budget.
- Ability to influence departments within Rogers and provide leadership guidance.
- Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
- Maintain and/or communicate to appropriate party function backlog at a set time.
- Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
- Demonstrate acceptance and training of student interns in the department, as directed.
- Participate in Roger's committees, performance improvement team meetings, and team projects, as directed.
- Demonstrate punctuality and preparedness.
- Demonstrate effective communication skills.
- Demonstrate good organizational skills.
- Contribute in a positive, solution-focused manner.
- Conduct self in a professional manner.
- Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
- Communicate with all individuals in a positive and professional manner.
- Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
- Communicate concerns and provide solutions for same.
- Project a professional image by wearing appropriate, professional attire.
- Ability to influence departments within Rogers and provide technical guidance.
- Schedule: Monday-Friday 8am-4:30pm, no weekends or holidays, occasional evenings may be required.
- Perform other duties as assigned.
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