About Job

POSITION TITLE: Patient Advocate and Quality Care Coordinator

REPORTS TO (TITLE): Director of Performance Improvement/Risk Management (DPIRM)

EMPLOYEE PAY STATUS: Non-Exempt

DESCRIPTION OF POSITION:

The Patient Advocate/Quality Care Coordinator is responsible for preparing all documents and follow-up required for patients attending court. This staff member acts as liaison between the patient and County Patients' Rights Advocate and/or Public Defender. This position serves as in-house Patients' Rights Representative to ensure all patient complaints and grievances are responded to within required guidelines and closed after all tasks are completed. All patient rights activities are to be recorded and kept in a log for review at all times. In addition, this position supports the Quality Department through management of quality assignments as a support to the DPIRM.

KEY RESPONSIBILITIES:

Patient Advocate:

· Act as in house Patients' Rights Representative.

· Meet with patients within one working day of receiving a grievance.

· Document the patient meeting in the patient complaint form.

· Complete the patient complaint log when finished addressing the patient's needs in a timely manner.

· Manage Patient Advocate cell phone.

· Complete the patient call log when finished addressing the patient's needs in a timely manner.

· Report back to the administrator all crisis investigations within 48 hours.

· Handle post-patients' complaint letters and responses.

· Manages Quality Assurance progress for Patient Advocacy.

· Monitors and documents legal status of all patients, ensuring legal compliance.

· Copy and distribute all paperwork needed for Court hearings (5150s, Riese, LPS or 5250 certifications).

· Ability to clearly communicate with patients, families, Clinical staff and all Court Representatives.

· Ensure completeness and accuracy of Denial of Rights logs, Firearms Prohibitions, and patient legal holds logs.

· Coordinate and arrange 5150 Training with Patient Rights Advocate, maintain and update 5150 Privilege List for employees.

· Manage the hospital Interpreter list, arrange test dates, administer competency test as needed, and report to HR for wage increase.

· Participates in patient-related committee meetings by serving as the patient rights advocate and communicating patient-related concerns.

· Escalates any patient care concerns as appropriate through use of the chain-of-command.

Quality Care Coordinator:

· Assist in hospital’s performance improvement, quality and risk management programs.

· Collaborates with Quality Director on performance improvement activities.

· Support monthly Quality Assurance committee meetings by ensuring needed data is collected on a timely basis, regular reports on progress are distributed, and support future improvement initiatives.

· Assists Quality Director with patient-related investigations.

· Assists in identifying trends in patient care concerns to support systemic review of processes or identification of opportunities for improvement.

· Complete data entry, analysis, research, and recordkeeping projects.

Upholds the organization's ethics and customer service standards, working to fulfill the mission and vision set forth by the CEO.

Performs other duties as requested.

Minimum Requirements:

Education and Licensing:

· High school graduate or equivalent, BA or BS preferred.

Knowledge and Experience:

· One to two years’ experience as a behavioral health worker, preferred.

· Current CPR certification and maintain current

· Complete MAB (Management Assaultive Behavior) within 60 days of employment and maintain current

Skills and Abilities:

· Demonstrates appropriate professional boundaries; treats youth with respect and considers clients valued customers. Ability to exercise self-control in potentially volatile situations such as being verbally or physically confronted in a threatening or aggressive manner; must be able to work and concentrate amidst distractions such as noise, conversation and foot traffic; ability to handle interruptions often and be able to move from one task to another; must be flexible and not easily frustrated in dealing with differences of opinions.

· Properly assesses routine situations, determines and takes appropriate action.

· Demonstrates the ability to set limits for clients and uses de-escalation techniques appropriately.

· Accepts feedback in a positive manner and applies it to improve performance and further learning.

· Follows all safety procedures; is alert to changing situations and contributes to preventing opportunities for danger to develop.

· Follows safety procedures in a calm manner and responds quickly when an alarm sounds or a code is announced.

· Will escort any patient needing to leave facility for medical, court, or etc.

· Conducts and documents 15-minute rounds on youth in a timely manner.

· Speaks with authority in a calm and clear voice, uses proper selection of words and has knowledge of when and how to use them.

· Communicates with all customers (family, referral sources, caseworkers, etc) in a professional manner; is service oriented; and is courteous, friendly, and empathetic.

· Exhibits calm and controlled attitude; does not overreact to allow his/her own actions to further deteriorate the situation.

· Answers the telephone in a professional manner; directs calls appropriately, and takes messages.

Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following:

· Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.

· Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.

· Give and follow verbal and written instructions with attention to detail and accuracy.

· Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.

· Vision: see details of objects at close range.

· Coordinate multiple tasks simultaneously.

· Reach forward, up, down, and to the side.

· Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.

· Lift up to fifty (50) pounds.

Job Type: Full-time

Pay: $21.00 - $29.13 per hour

Benefits: