Patient Advocate

Riverside Health System•Hampton, VA

10d•$46,300 - $60,175

About The Position

The Patient Advocate works under the supervision of the Director of Quality and investigates, resolves, documents, and reports patient and visitor complaints and grievances for Riverside Mental Health and Recovery Center. The role develops, implements, and participates in customer service and patient relations initiatives using evidence-based practices focused on people, processes, and technology, with just culture principles applied throughout the organization. The position follows Department of Behavioral Health (DBHDS) and Office of Human Rights regulations and guidelines, and oversees feedback entries in the internal incident reporting system and human rights events in the DBHDS electronic event management system.

Requirements

Bachelor’s degree in nursing, healthcare, or a related field.
At least one year of experience with customer experience and patient advocacy requirements.
CPR/BLS certification from the American Heart Association, American Red Cross, or American Safety and Health Institute within 30 days.

Nice To Haves

Master’s degree in a relevant field.
One year of relevant experience in hospital healthcare quality, safety, and/or risk management.
One year of project development and project management experience, with strong analytical skills.
CPXP certification.
Lean and/or Six Sigma certification.
Change and/or project management certification.

Responsibilities

Respond to patient concerns and collaborate with managers, directors, and vice presidents to support patient satisfaction.
Investigate patient complaints, concerns, and grievances thoroughly and completely.
Partner with appropriate clinical resources to investigate care concerns, involving leadership, risk management, and legal resources as appropriate.
Mediate and work with customers to resolve issues, support service recovery, and help prevent litigation.
Coordinate and oversee performance improvement activities to enhance quality and reduce or prevent poor customer experiences.
Oversee concerns entered into the Electronic Health Records database; respond to safety concerns and report them to the Safety Manager.
Participate in committees and recurring safety meetings focused on quality and safety standards as required by DNV.
Ensure timely closure of open events related to patient experience, complaints, and grievances.
Mediate between physicians, patients, and family members to maintain strong communication and support customer and staff satisfaction.
Implement, support, and oversee the customer experience program, including action planning and team training related to DBHDS-required reporting.
Ensure patient rights policies and procedures are current and comply with licensure and accreditation requirements.
Resolve patient and customer concerns in a timely manner as required by Department of Human Rights and licensure requirements.
Perform other duties as assigned.