Patient Grievance Case Management

Department Overview

This position includes the intake, investigation, follow-up, resolution and documentation of incidents and patient complaints, grievances, concerns, and inquiries at OHSU Hospitals and Clinics, including Casey Eye Institute, Doernbecher Children's Hospital, and Ambulatory Care Clinics, satellite clinics, off-site centers and programs

Function/Duties of Position

Patient Advocacy:

• Responds to concerns brought by patients/families or staff. This activity occurs in person, in the department, on the phone, by written correspondence, by e-mail or web-site electronic conveyance, in person at various hospital and clinic venues.
• The Patient Grievance Case Mgmt documents and investigates or facilitates the concerns of patients/families/staff; gathers the facts and recommends, advocates or implements a resolution or intervention respectfully, diplomatically, and consistent with OHSU standards of practice, and Federal and State regulatory compliance.
• The Patient Grievance Case Mgmt practices with minimal supervision, in consultation and collaboration with the Manager as needed on significant issues, such as sentinel events, matters of policy, and grievances.
• The Patient Grievance Case Mgmt provides written feedback to patient grievances according to Department standards, OHSU policy and regulatory requirements; documenting in the Department complaint management program for purposes of reporting and trending.
• The Patient Grievance Case Mgmt responds to questions and inquiries regarding OHSU policies and procedures, regulatory requirements, State and Federal law as they relate to patient rights, responsibilities and safety. The Patient Grievance Case Mgmt interacts with all members of the healthcare workforce offering support and serving as a resource related to patient rights.
• The Advocate at times serves as an internal liaison to Public Safety, Risk Mgt and other internal partners as needed to support patients and OHSU workforce. The Patient Grievance Case Mgmt may interact with various officials from community, State or Federal agencies as needed. The Advocate assists the Manager and accepts other tasks as assigned.

Committees/Outreach/Community Liaison:

• The Patient Grievance Case Mgmt participates in appropriate committee, outreach and community liaison assignments as assigned by the Manager.

Required Qualifications

• Master of Social Work, Master of Counseling, Master of Health Advocacy, or similar academic preparation in health care related fields.
• Three years of relevant clinical or social work, including conflict resolution and mediation skills.

Job Related Knowledge, Skills and Abilities (Competencies):

• Excellent verbal and written skills.
• Conflict resolution skills related to patient care, service and communication issues.
• Knowledge and demonstrated skill in the application of group dynamics collaboration, behavioral management, setting boundaries respectfully and explaining policies and procedures to individuals at various education levels.
• Ability to use computer programs and type proficiently.
• Knowledge of continuous quality improvement processes and tools.
• Basic understanding of statistical and data analysis.
• Diplomacy
• Ability to listen to or read a narrative then summarize and restate the main issues objectively, concisely, and without bias.

Additional Details

• Critical Function Employee position

Benefits:

• Healthcare Options - Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation- up to 200 hours per year depending on length of service
• Sick Leave- up to 96 hours per year
• 8 paid holidays per year
• Substantial Tri-met and C-Tran discounts
• Additional Programs including: Tuition Reimbursement and Employee Assistance Program (EAP)

All are welcomeOregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at or

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