Job Description

The position is combination role of Patient Advocate and Peer review Coordinator.

The dual position reports to the Hospital Chief Quality Officer, and working in partnership with the system hospital Vice Presidents of Medical Affairs and Patient Care Services, investigate, resolve, document and report patient and visitor compliments and concerns. Facilitate resolution of complaints and grievances of patients, family members and visitors. Develop, implement and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes.

The Quality/Peer Review Coordinator assists in the development, implementation, and evaluation of the hospital overall quality program. This includes but is not limited to the following: 1) supporting the corporate performance improvement process; 2) identifying performance trends, as well as prioritizing and recommending improvements. The Quality/Peer Review Coordinator plays a supportive role in ensuring compliance with all healthcare accrediting body standards. The Quality/Peer Review Coordinator will also investigate specific areas of concern as identified by hospital leadership, as well as analyze/summarize peer review records, and provide stewardship for the medical peer review process.

RESPONSIBILITIES

  1. Document patient, family, and visitor concerns, complaints and grievances. Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome. Input in Patient Advocate database (FM PRO)
  2. Utilizes a risk assessment analysis tool to each complaint to insure appropriate triage of complaint to concerned parties (National Center for Patient Safety severity categories)
  3. Investigate complaints and grievances and work collaboratively with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance policy.
  4. Compose letters, memos, etc, to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy
  5. Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership and Chief Quality Officer
  6. Identify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators and staff to resolve.
  7. Analyze complaint and grievance data and collaborate with on a monthly basis. Conduct monthly accountability and variance analysis of customer service outcomes.
  8. Collaborate with unit leadership to meet customer service and clinical quality outcomes.
  9. Assist in the preparation of annual and quarterly executive reports for senior leadership, present data to leadership teams
  10. Participate in committees work groups and or process improvement teams that improve patient and customer satisfaction.

QUALIFICATIONS:

  • Current unrestricted Texas RN License, minimum of three years of experience.
  • Three years of relevant experience in a health care or patient advocacy environment.
  • Possess strong customer service skills and interpersonal interactions.
  • Ability to handle difficult and angry people constructively.
  • Excellent analytical skills, including analysis, planning, organizing, and troubleshooting.
  • Proficient in Windows-based operating software and systems.
  • Excellent written and oral communication skills and presentation skills.
  • Ability to work under minimal supervision.
  • Adaptability with high tolerance for ambiguous work situations.
  • Ability to address difficult, awkward situations with tact and diplomacy.
  • Ability to work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
  • Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.
  • Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal.
  • Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred.
  • Strong organizational skills and thorough knowledge of computers
  • Ability to self-educate and develop a thorough knowledge of NIAHO, ISO, and CMS Conditions of Participation standards and performance improvement techniques.
  • Ability to write routine reports, design forms, retrieves data, and the ability to speak effectively with management and staff.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, and/or diagram form. Must have basic mathematical skills.
  • Ability to work independently and handle problems involving several concrete variables in standardized situations.


Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Application Instructions

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