Patient Care Ambassador (Santa Rosa)

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.

·         Demonstra