Patient Experience & Quality Advocate

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

Job summary

Riverside Mental Health and Recovery Center in Hampton, VA seeks a Patient Advocate who reports to the Director of Quality to investigate, resolve, and document patient and visitor complaints and grievances. This role focuses on people, process, and technology to improve the patient experience under just culture principles.

Responsibilities include coordinating with clinical resources, mediating to prevent litigation, driving performance improvement, and ensuring compliance with DBHDS and

Qualifications

• Bachelor's Degree in Nursing, healthcare or related field (Required).
• Master's Degree in relevant field (Preferred).
• 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).

Responsibilities

• Respond to patient concerns and collaborate with management to assure patient satisfaction.
• Investigate patient complaints, concerns and grievances thoroughly.
• Partner with clinical resources to investigate care concerns.
• Involve leadership, risk management and legal in investigations as appropriate.
• Mediates to prevent litigation by working with customers to resolve issues.
• Oversee performance improvement activities to enhance quality and reduce poor customer experience.
• Oversee EHR-based concerns and report safety issues to the Safety Manager.
• Participate in recurring safety meetings.
• Ensure timely closure of open events related to patient experience and grievances.
• Support and oversee the customer experience program with DBHDS reporting requirements.

Skills

Patient advocacy

Analytical skills

Project management

Communication

Education

Bachelor's degree in Nursing, healthcare or related field

Master's degree in relevant field

Tools

CPR/BLS Certification

CPXP (Preferred)

Lean Six Sigma (Preferred)

Change/Project Management (Preferred)

Job description

Riverside Mental Health and Recovery Center in Hampton, VA seeks a Patient Advocate who reports to the Director of Quality to investigate, resolve, and document patient and visitor complaints and grievances. This role focuses on people, process, and technology to improve the patient experience under just culture principles.

Responsibilities include coordinating with clinical resources, mediating to prevent litigation, driving performance improvement, and ensuring compliance with DBHDS and