Patient Advocate

Description

Join Elica’s mission and become a part of a team where every day is an opportunity to make a positive impact in your community!

At Elica Health Centers, we share a common goal: provide the best possible patient care to our growing community! Our passion extends throughout Elica, from the exceptional healthcare services we provide to our underserved patients at our Community Health Clinics and state-of-the-art mobile medicine program, Health on Wheels, to our Resource Center where we empower patients and members of the community to connect with resources to help them build healthy and full lives. 

WHAT YOU'LL DO:  

The Patient Advocate serves two roles:

1. Reactive – Advocates for the patient during the formal grievance process by conducting objective investigations of formal patient grievances consisting of intake, investigation, and resolution.

2. Proactive – Evaluates and makes recommendations to improve patient services.

BENEFITS:

Elica is proud to offer an exciting benefits package to qualifying full-time employees which can support your health, your family, and help you plan for the future.  

• 403B retirement savings account with up to 4% employer matching contribution and 100% immediate vesting.
• Healthcare: Medical (Kaiser or Anthem Blue Cross PPO), Dental, Vision - Individual and family plans available 
• Company funded Health Reimbursement Arrangement (HRA) to help pay for out-of-pocket costs related to medical coverage
• FSA Plans: 2 options for Flexible Spending Accounts - Health Care FSA and Dependent Care FSA
• Company paid basic Life and AD&D Insurance. (supplemental life and AD&D options available)
• Optional Critical Illness, Accident, ID Theft Protection and Pet insurance potions
• Accrued paid time off and paid holidays.
• Employee Assistance Plan with five (5) free counseling visits, financial services, legal services, and a plethora of online resources.
• Tuition Reimbursement program and CME/CEU program.

Learn more about Elica’s services and mission at our website or check us out on Facebook. 

Requirements

WHAT ARE WE LOOKING FOR?

The successful candidate will be willing and able to: 

• Liaise between patients, patients’ families, and the organization by initiating and managing the complaint/grievance process.
• Provides coaching to providers and administrative staff to resolve patient complaints/grievances.
• Partner with Risk Management and Quality departments in the management of non-litigation, high-level complaints, and grievances.
• Track concerns and issues in the preparation of ongoing patient experience, Incidents, and grievance metrics.
• Complete case summaries on all new cases with support from the Compliance and Quality departments.
• Maintain all files/documents associated with patient relation investigations.
• Follow up to ensure complaint/grievance is handled within the established timeframe to meet the organization and regulatory requirements
• Study the nature of complaints to determine if there is a pattern indicating a need for a change in a policy or procedures.
• Works with other departments and administration to implement any changes that need to be made to minimize future similar complaints.
• Identify and provides input on training needs for staff.
• Work on special projects related to patient experience and patient advocacy.
• Collaborate with Compliance and Quality departments to ensure health plan requirements are announced, trained, and met as relates to patient experience and patient advocacy.
• Administer Elica’s Patient Satisfaction Survey and report results to all stakeholders
• Identify trends/patterns in survey results and determine whether they indicate a need for change in organizational policies, procedures, or service

The successful candidate has: 

• Bachelor’s degree required
• Experience conducting formal and informal investigations required.
• Experience writing formal responses preferred.
• Experience with and understanding of health plan insurance preferred.
• Knowledge of Medicare, state, Health Information Portability and Accountability Act (HIPAA), Office of Civil Rights requirements, and other applicable state and federal regulations preferred;
• Previous experience working in a healthcare environment preferred.

Additional Requirements

• Must have a current and valid California driver’s license and the ability to provide proof of personal auto insurance on the vehicle driven during w