Patient Advocate RN Full-time

Texas Health Resources•Fort Worth, TX

1d•Onsite

About The Position

Bring your passion to Texas Health so we are Better + Together. This is a Patient Advocacy Department role using your clinical knowledge to manage patient complaints and grievances. The work hours are Full-time, Exempt position, 40 hours/week, Monday-Friday, mainly 8AM-5PM.

Requirements

Associate’s degree nursing (ADN) Required
RN – Registered Nurse Upon Hire required
3 Years hospital acute care experience Required
Excellent interpersonal and communication skills (written and verbal)
Strong organizational abilities, strong service orientation, and sensitivity to patient’s needs.
Communicates in a clear, concise and professional manner with various audiences.
Ability to deal with a variety of healthcare organization/delivery, and satisfaction measurement.
Personalities with tact & diplomacy, as well as flexibility.
Quantitative skills and utilize investigative skills.
Expert computer skills including word processing, Survey Monkey, and database software.
Presentation facilitation, and training experience.

Nice To Haves

Bachelor's Degree (BSN) Preferred
Bilingual preferred

Responsibilities

Receives complaints and/or grievances directly from patients or others on the patient's behalf by multiple methods (phone, letters, in person, etc).
Reviews, researches and evaluates complaints and grievances to determine appropriate response based on CMS guidelines and hospital policy.
Prioritize concerns in multiple or complex issues.
Oversees referral, investigation, and resolution of complaints/grievances independently and coordinates response by involved departments.
Appropriate parties informed and involved, appropriate follow-up completed, complaints and grievances resolved within the outlined required time frames to keep the hospital in compliance within regulatory federal and state agencies.
Maintains compliance with the CMS Centers for Medicare and Medicaid Services Conditions of Participation, other regulatory standards and hospital policy.
Responds to government or regulatory complaints and responds to agencies as needed.
Serves as grievance coordinator for entity. Facilitates required grievance committee as well as prepare annual reporting as outlined in the CMS Conditions of Participation.
Document 100% of complaints and grievances received. Provides data for centralized database of patient complaints/grievances and assists with reporting of patient satisfaction/patient complaints as requested.
Participate in Patient Safety and Risk Management Operations by identifying potential liability in complaints received. Identify and communicate potential liability concerns through the THR Claims management process. If a potentially compensable event is identified from a complaint, complete a new case review summary.