Patient Advocate II

City of Hope•Irvine, CA

7d•Onsite

About The Position

The Patient Advocate serves as a liaison between patient, patient families and City of Hope Medical Center (COH) leadership, physicians and staff. The Patient Advocate performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances regarding the City of Hope Medical Center. These include multidisciplinary and quality of care complaints concerning all clinical, medical and operational areas. The scope includes, but not limited to; COH Orange County Cancer Center and community practice sites. The Patient Advocate supports the COH mission by demonstrating compassion and patient-centered philosophy within the framework of COH policies.

Requirements

Master’s Degree in Social Work, or Health Care Administration, or a Bachelor’s Degree with a California R.N. license.
Five years of experience advocating for patients with direct patient contact in a health care setting.
California Registered Nurse license if an R.N.

Responsibilities

Facilitates resolution of complaints/grievances for patients and/or patient representative/agent across the Enterprise and documents per Advocacy Department Guidelines.
Communicates with appropriate COH Enterprise-wide leadership, physician or others as indicated by nature of concern/grievance and is responsible to craft formal grievance letters on behalf of COH.
Attend meetings or functions in lieu of manager.
Coordinates Physician reassignments with sensitivity, maintaining privacy, and following COH Enterprise- wide guidelines.
Collaborates with Physicians requesting a patient discharge from COH. Investigating, coaching, and working with the Medical Group to insure policies and procedures have been followed. Collaborating with the Medical Group to craft coordinated formal letters to advise patients.
Works closely with Risk Manager and Senior Director of QRRM on non-patient and patient issues that occur Enterprise wide by assisting in investigations, communications, and follow up with patients, families, non-patients, and physicians.
Collaborates with COH Social Media Departments to respond to complaints or negative blogs on COH web pages and the internet.
Collaborates with Physicians, Nursing, Clinical Social Workers, Patient Navigators and Pastoral Care to provide support and direction for patients according to need.