Milieu Specialist (Pool 1)

Rogers Behavioral Health; Brown Deer (WI); On-site; USD 42,000 - 65,000; Part time

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan

Employee share program

Life/disability insurance

Flex spending accounts

Tuition reimbursement

Health and wellness program

Employee assistance program (EAP)

Job summary

Rogers Behavioral Health is seeking a Milieu Specialist to serve as the on-site advocate for de-escalation and patient grievance resolution. You will coach staff in managing aggressive behaviors and collaborate to achieve clinical quality outcomes.

The role requires at least a high school diploma (associates preferred) and 2+ years in healthcare related to patient safety or risk management. A valid driver's license is required and a strong knowledge of de-escalation techniques is expected.

Qualifications

• High school diploma required; associates in social services, healthcare preferred.
• Minimum of two years' experience in healthcare in patient safety, patient relations, or risk management.

Responsibilities

• Onsite advocate for managing complaints and grievances and facilitates resolution per regulatory requirements.
• Ensure accurate recording, tracking and timely completion of all reported incidents.
• Coach staff in de-escalation and milieu management; assist staff during crisis events.
• Collaborate to meet customer service and clinical quality outcomes.
• Assist with staff debriefings after codes and participate in process improvements.

Skills

De-escalation

Milieu management

Patient relations

Communication

Education

High school diploma

Associates in Social Services or healthcare

Job description

The Milieu Specialist serves as a specialist in the milieu for de-escalation and responds to patient-facing inquiries within Rogers Behavioral Health. They serve as preceptors and role models to care providers in the milieu, and they work to uphold client rights through support, advocacy, and resolution strategies. Further, this individual works to maintain, develop and strengthen the patient-care provider relationship through the development, coordination, and support of the overall objectives of Rogers' mission and vision, along with the quality improvement program and policies. This includes handling of patient compliments and complaints, responding to grievances both informally and formally, participating in patient safety and/or quality improvement projects, and facilitating provider/care team training and education.

Schedule: Pool 1; requires a minimum of 4 shifts per month

Job Duties & Responsibilities:

• Serves as an onsite advocate for managing active complaints or grievances and facilitates resolution of complaints/grievances/requests by patients and visitors in accordance with legal and all regulatory body requirements.
• Ensures accurate recording, tracking and timely completeness of all reported incidents.
• Complies with regulatory and accreditation requirements.
• Coach staff in management of patient aggressive behaviors as needed and milieu management. Additionally, coach to assist staff during crisis events.
• Collaborates with staff and leadership to meet customer service and clinical quality outcomes.
• Assist with formal staff debriefings following codes.
• Collaborates with other departments to implement process improvements to sustain client rights throughout the treatment process.
• Supports patient safety and quality generally with performance of other projects and risk-reduction duties as requested.
• Assists nursing services with precepting Mental Health Technicians on a variety of topics such as: belongings searches, ligature rounds, rounding, milieu management, NCI, ALICE active shooter training, Code Greens, Blues, etc.
• May serve as a preceptor to Mental Health Technicians.
• Documents and communicates pertinent information (verbal and/or electronic) in a timely manner to Roger's administration and program leadership, ensuring all team members are following policies and procedures for Rogers.

Education and Experience Requirements:

• High school diploma required. Associates in Social Services, business, healthcare preferred.
• Minimum of two (2) years' experience in the healthcare industry within in a patient safety, patient relations, and/or risk management role accepted in lieu of degrees.
• Knowledge of de-escalation and milieu management techniques.
• Knowledge of patient incident reporting systems and customer service/service recovery principles.
• General knowledge of hospital clinical and operational practices and procedures to educate and communicate with both internal and external customers.
• Valid driver's license and clean driving record required.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• 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)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com).