Patient Advocate/Performance Improvement Coordinator

This position is responsible for promoting and maintaining positive relations with Reno Behavioral Healthcare Hospital’s internal and external customers. Responsibilities include: patient advocacy, assisting management with patient and family complaint/resolution programs, interacting with physicians and staff in identifying and resolving issues.

Patient Advocate duties:

• Assess all incoming patient complaints and provides advocacy services; checks complaint/grievance boxes and voicemails daily; responds to all patient complaints or concerns in a timely manner; ensures complaints are logged, investigated, and tracked.
• Coordinates communication between patients, family members, medical professionals, administrative staff, and insurance companies to ensure that patients are receiving the best possible healthcare services.
• Presents the hospital’s patient rights philosophy to patients by visiting with them, introducing them to the patient right’s brochure, confirming their understanding of who to contact with questions or concerns.
• Manages the patient complaint program and related reporting; ensures complaints are logged, investigated and tracked; completes data entry on Patient Satisfaction Surveys; determines acceptable resolution.

• Provides staff support for the activities of the department as it relates to resolving and tracking patient issue(s).
• Assists in chart and video audits when requested/needed; assists with Regulatory Surveyors.

PI Coordinator duties:

• Carries out quality and risk management activities defined in the Quality Program Plan
• Collects patient and staff comments, incident reports, complaints, grievances and summarizes issues, elevates to director and other management staff; prepares responses as directed
• Reviews patient record’s documentation to monitor organizational performance
• Creates/ manages data bases to monitor organizational performance, clinical, and best practices
• Conducts targeted audits to evaluate compliance with regulatory standards.
• Prepares monthly, quarterly, annual, ad hoc reports
• Creates/ manages tools for audit process; performance metrics; reports

This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of Reno Behavioral Healthcare Hospital.

Requirements

Education/Licensure

• High school diploma, GED, or equivalent required.
• Bachelor’s degree in Behavioral Science or other related field preferred.
• Minimum two (2) years previous experience or a combination of education/experience strongly preferred.
• Knowledge of Federal, State, and Regulatory policies, rules, and guidelines.
• Ability to maintain professional boundaries and confidentially of patients at all times.
• Current CPR preferred.
• CPI obtained within 60 days of hire.

Skills and Abilities:

• Critical thinking, problem solving, decision-making, and active learning skills

• Maintains confidentiality of patients at all times
• Ability to project an approachable and professional image in personal appearance, manner and demeanor.
• Sensitivity to and willingness to interact with persons of various social, cultural, economic and educational backgrounds.
• Problem solution skills.
• Proficiency with software and/or equipment (Microsoft Office applications including Outlook, Word, and Excel)
• Strong organizational skills with ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines
• Strong written and verbal communication skills; legible handwriting
• Strong interpersonal skills. Ability to work with people with a variety of background and educational levels
• Ability to work independently and as part of a team
• Good judgment, problem solving and decision-making skills
• Demonstrated commitment to working collaboratively as well as possessing the skills to lead, influence, and motivate others
• Ability to work in a fast-paced, expanding environment
• Ability to exercise self-control in potentially volatile situations.
• Ability to work and concentrate amidst distractions such as noise, conversation, a foot traffic.
• Ability to handle interruptions and multi-task.

Physical Requirements:

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

• Stoop, kneel, crouch, reach, and stand for sustained period of time.
• Walk, push, pull, lift, carry objects from a lower to higher position or horizontally from position to position or otherwise move objects.
• Feel sizes, shapes, temperatures, and textures by touching with skin, particularly that of the fingertips.
• Express or exchange ideas orally and potentially loudly, accurately, or quickly.
• Minimum standard of hearing ranges.
• Lift up to 50 pounds, exert up to 100 pounds of force occasionally, and/or up to 30 pounds of force frequently.
• Minimum standard of visual acuity with or without correction.
• While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Benefits

A full benefits package is available the first of the month following just one month of employment!

This package includes Medical (three plans to choose from), Dental (two plans to choose from), Vision, Life Insurance options, including plans for spouse and children, 401(k), Pet Insurance, Identity Theft insurance, Tuition Reimbursement, Short Term Disability, Long Term Disability, and a very generous PTO plan and more!