Assistant Risk Manager/Patient Relations Manager

Title: Assistant Risk Manager/Patient Relations Manager

State Role Title: 49171

Hiring Range: starting at $57,403 (commensurate based on experience)

Pay Band: 4

Agency: Dept Behavioral Health/Develop

Location: Western State Hospital

Agency Website: https://dbhds.virginia.gov/facilities/wsh/

Recruitment Type: General Public - G

Job Duties

Western State Hospital is seeking a full time Assistant Risk Manager/Patient Relations Manager. Responsibilities of the full time Assistant Risk Manager/Patient Relations Manager include using video, verbal and documented complaints, to include human rights complaints, phone, fax and email, interviews of individual clients and employees, an electronic health record, and incidents involving clients, employees and others in the hospital to identify what happened, resolutions and process improvement opportunities. Consistent improvement of the level of safety for clients and employees and maintaining compliance with local, state, and federal regulations and laws that govern require a safe environment for the therapeutic treatment of clients. Based on documented findings from investigations identify revisions to current practices and collaborate with designated WSH team members for the information to be included in policies and procedures as appropriate. Outcomes and findings will be documented, in designated databases and reporting programs, in a timely manner and shared internally within the hospital, with the Office of the Attorney General, Office of Human Rights, Adult Protective Services, the Office of the State Inspector General, disability Law Center of Virginia (dLCV) and DBHDS Central Office, as applicable. Other responsibilities include participating in special projects, designated committees, data gathering/presentation, and collaborating to identify and manage improvement opportunities for key operational and clinical initiatives relative to client/employee safety. Serve as the Risk Manager, as necessary, providing daily and mid-range operational guidance to meet the goals of the hospital; provide performance planning and complete evaluations; ensure that performance issues are addressed and documented as they occur; and provide frequent, constructive feedback, including interim evaluations, as appropriate.

This position is regulated in performing assigned duties by the Code of Virginia, Center for Medicare and Medicaid (CMS) Conditions of Participation, and The Joint Commission (TJC) standards.

This position will also have timely documentation and will require reviews of complaints or incidents submitted by phone, fax or email after normal business hours; participate in special projects, designated committees, data gathering/presentation, and collaborating to identify and manage improvement opportunities for key operational and clinical initiative relative to client/employee safety; in the absence of the Risk Manager, serve in the role for daily operations or during committee meetings; investigate, document, and take steps to resolve received patient complaints; report findings of alleged human rights violation complaint investigations and submit information to designated WSH team members for inclusion in CHRIS reporting, or as applicable enter the information into CHRIS, and further investigation per DBHDS/WSH policies and procedures; and prepare Ad-hoc queries and reports for other hospital departments as needed.

This position is eligible for:

- retirement with cash match
- paid time off
- health, vision, and dental insurance
- life insurance

Minimum Qualifications

- experience in data analysis, design of graphics and reports, and presentation of those findings
- experience in the interpretive and application of policies, procedures, and regulations
- knowledge and ability to interpret State policy and procedure regarding Risk Management and Disability Law Center of Virginia
- organization, critical thinking, interpersonal diplomacy, professionalism, investigative, idea generation, and leadership skillset
- excellent written and verbal communication and strong organizational skills
- ability to collect and interpret data
- ability to work with highly confidential material
- ability to use a computer and proficiency in Microsoft Office products
- working knowledge of Electronic Medical Records
- ability to work independently while organizing time effectively and demonstrating attention to detail

Additional Considerations