Manager Patient Advocate - MMTP Administration - Full Time/Days

Mount Sinai Health System•New York, NY

About The Position

Under the supervision of the Assistant Director, the Patient Services Manager oversees patient advisory groups and activities throughout the program and manages patient grievances in compliance with regulatory and accreditation standards. The role helps patients, staff, external services, and the public understand treatment issues as needed, while working in accordance with the Department’s and Hospital Center’s philosophy, standards, objectives, and policies. The manager represents patients’ perspectives in policy development and patient advisory settings, coordinates patient support and education, and works with staff and external organizations to strengthen services and support networks. The role also participates in quality assurance and performance improvement activities and maintains confidentiality and compliance with applicable policies and requirements.

Requirements

Bachelor’s degree or relevant life experience.
Verbal and written communication skills appropriate for audiences with varying educational backgrounds.
Extensive knowledge of substance abuse and treatment issues.
Problem resolution skills.
Ability to communicate effectively and clearly both verbally and in writing.

Responsibilities

Develop, coordinate, and oversee patient advisory groups and activities in all 18 clinics.
Represent patients’ perspectives in policy development, particularly regarding regulatory and accreditation requirements.
Supervise Patient Advocacy Committee meetings and activities.
Manage patient grievance matters in compliance with Federal and State requirements, accreditation standards, and licensing agreements.
Train staff on ethical practices, patient rights, and the patients’ perspective on customer service.
Participate in local, state, and federal patient advocacy task forces and consortiums to cultivate linkage agreements and develop patient support networks.
Oversee the distribution, collection, and management of patient satisfaction survey results.
Develop and oversee patient peer support groups.
Ensure patient advocacy targets established by funding agencies are met.
Participate on the Quality Assurance Committee and in departmental performance improvement activities.
Provide patient education and training, adapting approaches and communication to age-specific needs and responses to treatment.
Maintain patient and employee confidentiality and observe the Health Care System’s compliance policies.
Represent BIMC-MMTP on patient advisory committees of funding agencies.
Participate in staff development and meet regulatory, licensure, and annual health assessment requirements.
Identify learning strengths and needs and use learning resources.
Organize and deliver training events and programs for patients and staff in conjunction with other staff.
Assist staff and patients in keeping current on substance abuse issues and trends.
Develop and implement peer training modules.
Communicate effectively and clearly, verbally and in writing.
Interact professionally, courteously, and respectfully with patients, families, significant others, hospital staff, and the extended community.
Perform other duties as assigned or when necessary.