Patient Advocate

Riverside Health; Arkansas; On-site; USD 46,000 - 60,000; Full time

Job summary

Riverside Health System in Hampton, VA is seeking a Patient Advocate to investigate and resolve patient and visitor concerns under the supervision of the Director of Quality. The role focuses on improving customer service, patient relations, and adherence to DBHDS regulations and human rights guidelines.

Responsibilities include coordinating with clinical resources, risk management, and leadership to ensure timely resolution, while supporting the organization’s patient experience initiatives and

Qualifications

• Bachelor's degree in nursing, healthcare or related field.
• Master's degree in a relevant field (preferred).

Responsibilities

• Respond to all patient concerns and investigate complaints with leadership input.
• Mediate to resolve issues and drive service recovery to improve patient experience.
• Oversee safety reporting and participate in quality and safety meetings as required.
• Coordinate communications among physicians, patients, and families.
• Support the patient experience program and DBHDS reporting requirements.
• Ensure patient rights policies comply with licensure and human rights rules.

Skills

Patient advocacy

Analytical skills

Project management

Education

Bachelor's degree

Master's degree (Preferred)

Job description

Hampton, Virginia

Hiring Range

$46,300.00 - $60,175.00/AnnualActual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.

Overview

The Patient Advocate works under the supervision of the Director of Quality and is responsible to investigate, resolve, document and report Riverside Mental Health and Recovery Center specific patient and visitor complaints and grievances. This role will develop, implement, and participate in customer service and patient relation initiatives following evidenced based behaviors and practices focusing on people, process, and technology to improve related performance where just culture principles are applied and evident throughout the organization. Follows all Department of Behavioral Health (DBHDS) and Office of Human Rights regulations and guidelines. Responsible for the oversight and management of feedback entries within the internal incident reporting system and human rights events within the DBHDS electronic event management system.

What you will do

• Responds to all patient concerns and collaborates with manager, directors, and VPs to assure patient satisfaction. Thoroughly and completely investigates all patient complaints, concerns and grievances. Partners with appropriate clinical resources to investigate care concerns. Involves leadership, risk management and legal in investigations as appropriate.
• Mediates to prevent litigation by working with customers to resolve their issues and service recovery. Oversees the coordinates performance improvement activities in an effort to enhance quality and reduce and/or prevent poor customer experience.
• Oversight of all concerns entered into Electronic Health Records database; responds to safety concerns and reports them to the Safety Manager; committee participation focused on overseeing quality and safety standards as required by DNV. Participation in reoccurring safety meetings. Timely closure of open events related to patient experience, complaints and grievances.
• Mediates between physicians, patients and family members to maintain a high level of communication to assure customer and staff satisfaction
• Implements, supports and oversees the customer experience program that includes action planning and team training related to the DBHDS required reporting.
• Responsible for ensuring patient rights policies and procedures which are current and compliant with licensure and accreditation requirements. Responds to all patient/customer concerns and provides resolution in a timely manner as required in response to Department of Human Rights and licensure requirements
• other duties as assigned

Qualifications

Education

• Bachelors Degree, Nursing, healthcare or related field (Required)
• Masters Degree, Relevant field (Preferred)

Experience

• 1 year Relevant experience in hospital healthcare quality, safety and/or risk management (Preferred)
• 1 year Project development, project management, and strong analytical skills (Preferred)
• 1 year Knowledge of customer experience and patient advocacy requirements (Required)

Licenses and Certifications

• CPR/BLS Certification - American Heart Association/American Red Cross/American Safety and Health Institute (AHA/ARC) within 30 Days(Required)
• CPXP (Preferred)
• Lean and/or Six Sigma certification (Preferred)
• change and/or project management (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.