Level II Senior Patient Experience Specialist

St. John's Riverside Hospital

St. John's Riverside Hospital is a leader in providing the highest quality, compassionate health care utilizing the latest, state-of-the-art medical technology. Serving the Westchester community from Yonkers to the river town communities of Hastings-on-Hudson, Ardsley, Dobbs Ferry and Irvington, St. John's Riverside has been and continues to be a unique and comprehensive network of medical professionals dedicated to a tradition of service that spans generations.

St. John's has been an integral part of the community since the 1890's and its commitment to provide the community with the most advanced medical services available continues to be the hospitals' vision, mission and value. St. John's Riverside Hospital built itself around an early foundation of nursing and community service. In 1894, the Cochran School of Nursing, the oldest hospital-based school of nursing in the metropolitan area, was founded, thus making the St. John's Nursing Staff more than just the backbone of the hospital, but the heart and soul. St. John's dedicated nurses give superior attention to those who need it most with a strong emphasis on patient and family-focused nursing care.

St. John's Riverside Hospital staff is committed to making life better for all patients. The hospital continues to elevate the services provided with the goal of increasing the quality of life for all who entrust St. John's Riverside Hospital to their care.

St. John's Riverside Hospital is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, creed, color, national origin, sex, age, disability, marital status, or other legally protected classification in accordance with applicable federal, state, and local law.

Personalized care together with advanced technology is what it means to be Community Strong

Responsibilities

The Level II Senior Patient Experience Specialist provides patient-centered care and support to individuals upon admission and throughout the inpatient BHS system who are considering leaving treatment to ensure that any needs are promptly addressed to indicate care and enable them to stay in care. Support team building within the BHS service line to achieve high-quality patient-centered, recovery oriented, and strengths-based care for our clients.

• Evaluate all patients upon admission in the Patient Welcome Center (PWC), discuss treatment goals and program expectations.
• Partners with providers to discuss patients expressed needs to customize successful treatment plans.
• Initiate Behavioral Treatment Agreements.
• Handoff initial treatment plans developed in the PWC to the inpatient counselors for continuity of care.
• Assist patients with completion of discharge surveys as applicable.
• Round on floors to help improve patient satisfaction. Communicate feedback with leadership.
• Collaborate with staff and leadership to assist in performance improvement projects.
• Provides input into the development of new and/ or expanded programs.
• Provide and bridge referrals to appropriate level of care for patients that have been assessed as not meeting criteria for admission into Detox or Rehab programs. Document those referrals in the patient's medical record.
• Respond to unit staff identification of clients at risk of leaving against medical advice (AMA) as early as possible in the process. Collaborate with inpatient Counseling team to assure that clients' needs impacting their decision to leave AMA are promptly met when clinically appropriate and that their decision is the best one for the client's continued recovery.
• As a subject matter expert interface with clinical staff (nursing and counseling) at times when clients are not feeling "heard" by the staff to facilitate a good outcome for all parties.
• Handoff to Senior Counselors to discuss treatment plans for patients at high risk for AMA.
• Able to work across multiple units at BHS to address areas needing immediate intervention to support good clinical outcomes for clients.
• Assist all members of the treatment team (including Peer Advocates and Milieu Counselors) to maintain a supportive and functional working relationship with each other and with the clients. This relationship should be based on the principles of client-centered care as well as being person-centered and strengths based.
• Support and participate in the BHS program's development and operation of a peer program. In conjunction with the Peer's supervisor, provide mentorship and support to peers, as needed, to assure high quality care for patients as well as support for peers working within SJRH's system. Support all members of the treatment team in assuring that the peer is not put in conflict with the client and that the position aids in assuring that the program avoids conflicts between clinical staff and peers through a comprehensive understating of the peer's role as defined by OASAS.
• Support Milieu Counselors in de-escalation techniques, trauma-informed care, and therapeutic communication to improve the patient's "felt experience."
• Help foster a proactive (rather than reactive) culture where staff anticipate patient needs before they escalate into crises.
• Organize daily Huddles with Peer Advocates and Milieu Counselor to assist with optimizing their workflow and daily routines (e.g., shift changes, mealtimes, group activities, documentation specific to milieu/peer responsibilities, patient rounding, patient survey, trauma informed room checks) to ensure they are conducive to a calm, healing environment.
• Assist with the coordination of external groups, i.e., AA and NA, to support client needs on-site.
• Provide assessment, case management, intervention, orientation, treatment planning, LOCADTRs, individual/group treatment services and discharge planning for patients and their families.
• Maintain clinical records in compliance with all regulatory bodies and SJRH/BHS policies and procedures.
• Collaborate with internal staff and external community resources for client treatment purposes and relationship building.
• Participate in all necessary activities to ensure payment for treatment services by insurance/managed care companies including, but not limited to, Medicaid/Medicare, including LOCADTRs
• Prepare reports, maintain statistical data, and attend meetings, as assigned.

Qualifications

• Technical or clinical college degree preferred.
• High school diploma or GED required.
• NYS Certified Addiction Recovery Coach (CARC) credential required.
• At least five years of successfully providing chemical dependency treatment service required.
• Minimum of 4 years successful track record working in a patient experience role.
• Requires ability to use knowledge acquired through lived experience related to substance use and the willingness to disclose to peers the lived experience with the recovery process within the context of a therapeutic relationship. (This is a requirement for this position.)
• Preference for a Licensed Security Professional.