Patient Advocate

Maple Heights Behavioral Health • Fort Wayne, IN

3d

About The Position

The Patient Advocate supports patient rights efforts by educating patients and families, guiding complaint and grievance processes, and reporting unresolved threats to patient safety to appropriate staff. The role works with patients, families, managers, medical staff, and the risk department to address concerns and help develop acceptable resolutions.

The position also maintains complaint and grievance records, identifies process deficiencies that may threaten patient rights or safety, and may participate in new-hire orientation to educate staff about patient safety and advocacy. Other functions and tasks may be assigned. Management may add or remove duties as circumstances dictate.

Requirements

• High school diploma or equivalent required.
• CPR certification required; training is available upon hire and offered by the facility.
• De-escalation/restraint certification required; training is available upon hire and offered by the facility.

Nice To Haves

• Associate or bachelor's degree in a clinical field preferred.
• Experience in customer service or risk management preferred.
• Experience with behavioral health patients preferred.
• First aid may be required depending on state or facility.

Responsibilities

• Facilitate the patient and family grievance process, including processing complaints, forwarding them to the appropriate manager, and communicating resolutions to complainants.
• Collaborate with appropriate staff to develop acceptable resolutions to potential complaints.
• Identify process deficiencies that may result in threats to patient rights or patient safety.
• Maintain up-to-date complaint and grievance logs.
• Collaborate with the risk department and department managers to ensure patient concerns are addressed in a timely and appropriate manner.
• May participate in new-hire orientation by educating staff on patient safety and advocacy.
• Identify critical customer-service needs and discuss them with the supervisor and medical staff.
• Perform other functions and tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED