Senior Care Support Clinical Advocate

Duly Health and Care; Bountiful (UT); Hybrid; USD 45,000 - 68,000; Full time

Benefits offered by this job

Health benefits

Mental health benefit

Life insurance

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Adoption & surrogacy support

Job summary

Duly Health and Care is seeking a dedicated Care Support Advocate to serve as a clinical liaison, addressing patient needs and removing barriers to care. You will collaborate with physicians, staff, and leadership to improve patient experiences and outcomes.

The role emphasizes empathetic communication, thorough documentation, and proactive case resolution within a collaborative, physician-led environment. RN nursing background preferred.

Qualifications

• Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks.
• Ability to solve complex problems.
• Ability to utilize various computer software packages.
• Ability to work independently and exercise judgment to analyze and investigate questions or problems.
• Ability to analyze and develop guidelines, procedures, and systems.
• Skilled at all applications within the Microsoft Office suite.

Responsibilities

• Serve as the clinical liaison and advocate for patients, family and/or guests to address needs and remove obstacles to help humans flourish.
• Address feedback/concerns/complaints via multiple channels and represent the organization with senior leadership.
• Interview patients and families with empathy; apply de-escalation techniques and maintain professional conduct.
• Document information accurately and communicate to appropriate parties for resolution.
• Manage resolution process with timely follow-up and proper documentation with leadership support.
• Provide QA improvements and address clinical issues while ensuring timely communication to patients and families.
• Follow up on clinical concerns to ensure safe resolution.

Skills

Goal setting

Problem solving

Computer literacy

Independent judgment

Analytical skills

Patient communication

Education

BSN / Bachelor’s Nursing

RN license

Tools

Microsoft Office

Job description

At Duly Health and Care you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.

With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

MAJOR RESPONSIBILITIES

• Serves as the clinical liaison and advocate for patients, family and/or guests to address needs and remove obstacles to help humans flourish (40%)

• Address feedback/concerns/complaints received through multiple communication mediums. Serves as an organizational representative while handling feedback received by senior leadership team.

• Interviews patient, family and/or guests using keen listening skills and an empathetic demeanor. Effectively apply de-escalation techniques while representing the organization in a positive and professional manner

• Utilizes the tools provided to accurately and effectively document information. Communicates to the appropriate parties for resolution

• Manages the resolution process in a timely manner, with appropriate follow up and accurate documentation while partnering with key leadership

• Acts as a resource within the department to provide comprehensive quality of care improvements. Available to address all clinical related issues received into the department, while providing timely communication and resolution to the patient, family and/or guest

• Follows up on clinical patient care concerns to ensure a clinically safe resolution

Collaborates with Internal and external departments (40%)

• Serves as a resource and support for physicians and staff in establishing an environment of proactive and safe service recovery efforts involving clinical related issues
• Collaborates between clinical offices to provide safe/sound clinical advice and prompt resolution to the patient, family and/or guest
• Actively leads and engages in department team meetings to develop best practices, sharing of ideas and providing content for the resource library
• Acts as a resource within the department to provide support and case management advice for all patient related feedback and case resolution. Encourages team to utilize department and company resources
• Partners with Risk Management, Legal, Compliance and organizational management to promote process improvement activities while reducing liability. Ensures regulatory requirements around complaint processing and resolution are met
• Communicates with professional integrity within the organization to create a cohesive Care Support Advocacy team
• Analyzes complaints, identifies trends on cases and presents findings to leadership and clinical teams while addressing clinical concerns, organizational opportunities, process improvements and the establishment of increased safety protocols in order to enhance patient satisfaction.
• Appropriately utilizes and manages RL6 by documenting and maintaining current files, closing completed cases and using reports to analyze current trends.
• Prepares cases to be addressed with the committee while ensuring the patient, family and/or guest story is accurately represented, all investigation into the issue is complete and all organizational feedback is obtained.
• Presents cases to committee and leadership in a professional manner, without personal bias.
• Actively participates in the decision making process by providing insight and references from past cases to determine current case resolution.
• Documents committee resolution and follows protocol to close the case.
• Communicates committee decisions and process improvements to appropriate departments
• Provides written feedback to the patient for resolution communication.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

License / Registration: Registered Nurse

Level of Education: Bachelor’s Nursing

Years of Experience: 3-5 years

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA)

List the knowledge, skills, and abilities (KSA’s) that are minimally needed to perform the job, not including preferences. Knowledge is considered a body of information necessary to perform a task, skills are a level of proficiency needed, and abilities are capabilities necessary to perform the job. Be sure to not identify subjective abilities

• Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks
• Ability to solve complex problems
• Ability to utilize various computer software packages
• Ability to work independently and exercise judgment in order to be able to analyze and investigate a variety of questions or problems
• Ability to analyze and develop guidelines, procedures, and systems
• Skilled at all applications within the Microsoft Office suite
• Ability to interact effectively with patients, families, physicians, and staff

The compensation for this role includes a base pay range of $32.67 - $49.01 USD Hourly, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.