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

DESCRIPTION OF POSITION:

The Patient Care Ambassador is an essential role as a champion for the patient experience and ensure patient rights are upheld. Driving the mission, values, and goals of the Northern California Behavioral Health System. Acting as a liaison for patients and all departments, this role will also serve as a partner for performance improvement and the patient wellness programs.

This role provides support regarding complaint and grievance resolution, patient rights compliance, collaborates to enhance patient care services and patient satisfaction. meets the communication needs of patient and family; provide care that reflects initiative and responsibility indicative of patient needs expectations, under the supervision of the Director of Quality and Risk Management. Maintains regulatory agency requirements, hospital policies, procedures and standards. Responds to incoming phone calls, patient’s needs or concerns. Return calls to patients with the answer to concerns/questions/request per direction for provider. Communicate with physicians and team members regarding response and re and accurately to and changes in condition, treatment, and able to perform general supportive duties while promoting safe, courteous and competent patient care services.

Exercises appropriate interventions, and judgment in development of resolutions to sensitive or difficult situations with the goal of maximum patient/customer and staff satisfaction while minimizing risks. Develops curriculum for and presents classes on Patient Rights, and de-escalation of difficult situations. Participates in appropriate committees. Facilitates coordination of communication between patients, families and medical staff, providing patients with clarity on hospital services, procedures and protocols pertaining to their concerns. Supervises all levels of staff and provides guidance in order to reach timely resolution for complaints and grievances. Assures respect for cultural and religious preferences while working to meet regulatory and family time lines for both complaint resolution and the decedent affairs program.

Patient Relations is the neutral entity to receive and process patient complaints and grievances per regulations. Supports patient rights and educates staff according to policy and procedure. Expertise is coaching difficult conversations to assure balance in communication between patients and staff. Responsible for the Patient Experience and wellness program, while meeting the guidelines for patient rights.

KEY RESPONSIBILITIES:

· Promote the mission, vision, and values of the organization.

· Demonstrate knowledge of medical and patient right needs within scope of practice.

· Perform patient care responsibilities considering needs specific to standard of care for patients in a behavioral healthcare setting.

· Demonstrate ability to review plan of care and patient response to treatment and evaluate overall plan daily for effectiveness.

· Act as a liaison to coordinate patient and family education based on identified patient learning and behavioral health needs.

· Communicate appropriately and clearly to team leaders, coworkers, and physicians.

· Collaborate with other departments, as appropriate or directed, to provide for an interdisciplinary approach to the patient’s needs.

· Demonstrates an ability to be flexible, organized, and function under stressful situations.

· Treat patients and their families with respect and dignity.

Requirements

MINIMUM REQUIREMENTS:

Knowledge and Experience:

· Bachelor’s Degree in related area or equivalent experience/training.

· Experience managing a Patient Relations or similar team preferred.

· Advanced user of Patient Relations IT Application preferred.

· Demonstrates strong problem-solving, change, stress, and conflict management skills.

· Three (3) years of experience in a healthcare organization.

· Current CPR or equivalent (or obtained within 30 days of hire).

· Current CPI or equivalent (or obtained within 30 days of hire).

Skills and Abilities:

· Broad knowledge of Patient’s Rights concepts, ability to apply knowledge to improve Patient Relations operations.

· Knowledge of industry trends.

· Critical thinking skills to resolve issues and counsel staff to develop collaborative relationships.

· Skills to effectively manage multiple priorities in a complex, challenging environment.

· Demonstrates adaptability and flexibility while anticipating and effectively handling change.

· Ability to organize operations in an efficient and effective manner through improving processes, procedures, and systems.

· Interpersonal skills to collaborate within and across departments to coordinate activities.

· Interpersonal skills to maintain effective professional relationships with staff, peers, and senior management.

· Proven analytical ability to evaluate complex issues and identify opportunities for performance improvements.

· Demonstrates sound judgment.

· Initiative and problem-solving skills to respond to a variety of situations to make recommendations and initiate process improvements within a large, academic, public institution.

· Identify and addresses psychosocial, cultural, ethnic and religious/spiritual needs of patient and family.

· Interact professionally with patient/family and involves patient/family in the formation of the plan of care.

· Maintains a professional and positive working relationship both within the department, other departments, regulatory agencies, and county advocates.

· Meets current documentation standards and regulatory requirements

· Manages and operates equipment safely and correctly.

· Coordinates patient care under the direct supervision of a Registered Nurse.

· Medical and surgical asepsis is carried out during treatments and special procedures.

· Response to the patient is appropriate in emergency or physically distressful situation

· Knowledge of healthcare industry duties assisting clinical staff.

· Strong organizational and interpersonal skills.

· Determining appropriate course of action in more complex situations.

· Work independently, exercise creativity, be attentive to detail, and maintain a positive attitude.

· Manage multiple and simultaneous responsibilities and to prioritize scheduling or work.

· Maintain confidentiality of all medical, financial, and legal information.

· Complete work assignments accurately and in a timely manner.

· Effective communicate, both orally and in writing/electronically.

· Handling difficult situations involving patients, physicians, and others in a professional manner.

· Occasionally work flexible hours as determined by organizational need.

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 fifteen pounds.

Benefits

• Medical

• Vision

• Dental

• 401(k)

• 3.5 Weeks Paid Time Off

• $25,000 Life insurance policy is provided at no charge to the employee