PATIENT ADVOCATE

The position serves as a Patient Advocate to the Hospital and serves as a liaison between patients, hospital staff, and the community. The Patient Advocate handles all issues pertaining to patients' rights and advocacy. This work requires the utilization of a variety of interpersonal, communication, problem solving, and negotiation skills. You will identify, validate, and resolve patients' concerns. Initiate appropriate documentation to address the concerns of the patient and provide critical assistance and consultation to ensure issues are elevated to appropriate staff to expedite resolution, when needed. Position reports directly to the Chief Quality Officer.

ESSENTIAL FUNCTIONS:

1. Serve as point of contact to assist patients and families who seek solutions to problems, concerns, and unresolved needs. Works with healthcare providers and administrative support staff throughout the hospital, to resolve problems and minimize patient complaints. Research available policies, procedures, resources, and services to address concerns.
2. Present patients' problems, opinions, and needs to appropriate staff and management for resolution. Elevate pertinent issues as required to ensure prompt and efficient resolution.
3. Document appropriate investigation files, logs, reports and other necessary information thoroughly, accurately, and completely.
4. Act to resolve problems, expedite services, or implement necessary corrective measures, within established facility policy, and through committee participation.
5. Audits and monitors current documentation both electronically and paper to ensure completion of records as assigned by supervisor.
6. Assists as directed with regulatory agencies to include The Joint Commission, OHFLAC, OSHA and CMS.
7. Act as liaison with Disability Rights Advocates and other external agencies in relation to patient rights and patient safety as assigned.
8. Maintain and respect boundaries with patients, families, external agencies, and others as needed. Adhere to all confidentiality and HIPAA related laws and regulations.

ADDITIONAL DUTIES:

1. Individual will work on assigned special projects.
2. Serves on any committee, special teams and task forces as needed.
3. Participates in quality management activities.
4. Other job related duties as assigned.

To perform this job successfully, individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.


Knowledge, Education and Experience:

High school diploma or equivalent. Bachelor's degree in human service field preferred.


Understanding of the industry of behavioral health and non-profit organizations, including community resources, the customer/client base, and the regulatory environment.

Experience with software technology, applications, and data processing techniques preferred.


Language Skills:

Ability to analyze policies, practices, and operations of the organization to effectively deal with problems of the patient and family.

Ability to gather and disseminate appropriate level of information, formulate it into a formal report that is complete, accurate, and thorough for intended audiences.

Must possess skills to discuss and negotiate with patients and families to determine what course of actions are in the best interest of the patient.

Reasoning Ability :

Ability to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand.

Ability to make logical conclusions, anticipate obstacles, and consider different approaches to the decision-making process.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Demonstrate attention to detail and accuracy. Define and organize tasks, responsibilities, and priorities. Take responsibility for timely completion.

Have the ability to comprehend and explain laws, directives, and policies to individuals representing a variety of educational and cultural backgrounds.

Physical Demands:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear, and use hands to finger, handle or feel objects. The employee frequently is required to stand, walk and reach with hands and arms. The employee is occasionally required to sit, climb or balance, stoop, kneel or crouch, and smell. The employee must occasionally assist or lift up to 50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.