Manager Patient Advocate - MMTP Administration - Full Time/Days
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 manager helps ensure understanding of treatment issues among patients, staff, external services, and the public as needed, and works in accordance with the Department’s and Hospital Center’s philosophy, standards, objectives, and policies. The role develops and coordinates patient advisory and peer-support activities across 18 clinics, represents patients’ perspectives in policy development, supervises Patient Advocacy Committee meetings, and manages patient grievance matters. It also supports patient education, staff training, patient satisfaction surveys, quality assurance, and advocacy-related targets and partnerships. The manager participates in organizational performance improvement and professional development activities and communicates respectfully with patients, families, staff, and the wider community.
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.
Responsibilities
- Develop, coordinate, and oversee patient advisory groups and activities in all 18 clinics.
- Represent patients’ perspectives in policy development, especially regarding regulatory and accreditation requirements.
- Supervise Patient Advocacy Committee meetings and activities.
- Manage patient grievance matters in compliance with federal and state requirements and accreditation and licensing agreements.
- Train staff on ethical practices, patient rights, and patient perspectives and customer service.
- Participate in local, state, and federal patient advocacy task forces and consortiums to cultivate linkage agreements and develop additional patient support networks.
- Oversee distribution, collection, and management of patient satisfaction survey results.
- Develop and oversee patient peer-support groups.
- Ensure patient advocacy targets set by funding agencies are met.
- Participate on the Quality Assurance Committee.
- Be responsible for patient education and training.
- Modify approaches and provide care according to patients’ age-specific needs and responses to treatment; use age-appropriate communication techniques.
- Participate in departmental performance-improvement activities.
- Maintain patient and employee confidentiality in information management and observe Health Care System compliance policies.
- Represent BIMC-MMTP on patient advisory committees of funding agencies.
- Participate in developing other staff members and meet regulatory, licensure, and annual health-assessment requirements.
- Identify learning strengths and needs and use learning resources.
- Organize and conduct training events and programs for patients and staff with other staff members.
- Help staff and patients stay current on substance-abuse issues and trends.
- Communicate effectively and clearly, both verbally and in writing.
- Develop and implement peer-training modules.
- Maintain a professional, courteous, and respectful manner with patients, families, significant others, hospital staff, and the extended community.
- Perform other duties as assigned or when necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
