Patient Experience Advocate II

OU Medical Center; Central Park (WA); In loco; USD 52.000 - 78.000; Tempo pieno

Descrizione del lavoro

OU Health in Washington state is seeking a Patient Relations Specialist II in the Patient Experience department. You will support system-wide patient and visitor quality initiatives, apply high reliability principles, and assist leadership in service recovery and timely responses to complaints.

You will investigate grievances, document findings, and collaborate with care teams, risk and legal to promote safety, advocacy, and ongoing improvement across OU Health.

Mansioni

• Supports the daily operations of the Patient Relations team, including fielding patient and visitor complaints received in all modalities.
• Reviews daily files submitted into Patient Relations software for complaints needing attention or review by the Patient Relations team.
• Provides service recovery and de-escalation techniques to assist complainants navigate their right to file a complaint with our health system.
• Maintains a team approach to support compliance with regulatory guidelines and timelines as outlined by policy with the timeliness of acknowledgement and resolution letters for patient grievances.
• Composes and mails letters to patients or their representatives including grievance acknowledgements, grievance resolution, valuables reimbursement, and other written communications as needed.
• Inputs data into Patient Relations software to ensure accurate data on trends of feedback received.
• Communicates effectively with leadership to support the identification of areas requiring additional focus by monitoring active trends based on locations, volume, types of concerns communicated, and effectiveness of responses to complaints input into the software.
• Conducts and guides investigations into grievances including guidance to unit leadership, interviewing personnel involved, chart reviews, and hold debriefing sessions as needed.
• Conducts reviews of concerns and determines if additional escalations are required from the complaint including but not limited to the Department of Patient Safety and Regulatory, Ethics and Compliance referral, Human Resources referrals, and service line executive leadership referrals.
• Appropriately follows policy for escalating allegations of abuse, assault, and neglect to applicable stakeholders or law enforcement as needed.
• Maintains a working relationship with Legal and Claims services to manage risk around complaints and grievances.
• Works collaboratively with all levels of system-wide stakeholders to resolve and report out complaints and grievances.
• Serve on committees as needed as a subject matter expert.
• Participate on teams providing recommendations regarding billing adjustments based on working knowledge of specific cases and patient experiences identified in these cases.
• May be called to support Patient Relations leadership with the preparation, running, and scribing of the OU Health Complaints and Grievances Committee.
• Advocates for patients and visitors' requests for assistance or concerns through effective communication with all appropriate levels of OU Health personnel in an impacted area or healthcare team.
• Effectively collaborates in a professional and respectful manner by making recommendations that will help support resolution of a situation.
• May be called to serve on a team or committee as a subject matter expert regarding appeals by patients challenging dismissal from clinical practices.
• Maintain compliance with OU Health policy on flu vaccination and TB testing as applicable.
• Clearly and effectively documents a patient or visitor complaint by making every effort to capture the concern from the perspective of the complainant and taking their voice forward in good faith.
• Maintains working knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the Patient Relations team.
• Follows internal controls and processes designed to promote adherence with applicable laws, accrediting agency requirements, and federal, state, and private health plans. Escalates concerns or recommendations in a timely manner to appropriate chains of

Descrizione del lavoro

OU Health in Washington state is seeking a Patient Relations Specialist II in the Patient Experience department. You will support system-wide patient and visitor quality initiatives, apply high reliability principles, and assist leadership in service recovery and timely responses to complaints.

You will investigate grievances, document findings, and collaborate with care teams, risk and legal to promote safety, advocacy, and ongoing improvement across OU Health.