Patient Experience Investigator- Piedmont Geriatric Hospital

Virginia Information Technologies Agency•Nottoway, VA

9d•$47,511 - $65,565•Onsite

About The Position

This position will develop, implement, and monitor the patient experience initiative and activities in a manner that fosters excellence in service delivery to internal and external stakeholders. This position will work collaboratively with facility administration, management, staff, patients, families, and other stakeholders to develop, coordinate, and support programs and activities related to patient, visitor, and employee satisfaction. This position will work to ensure that the rights of patients were not violated in any way by addressing all patient complaints and investigating all allegations of abuse/neglect within the expectations and requirements of DBHDS. This position will work to ensure the patient stay was therapeutic and safe. Act as point person for performance improvement audits and surveys.

Requirements

Previous experience in service excellence, project management, and regulatory compliance roles.
Ability to interpret and apply policies and procedures.
Good written and verbal communication skills.
Ability to adjust work schedule to conduct 2nd and 3rd shift interviews as needed.
Ability to audit medical records to obtain data required for accreditation by the Joint Commission and/or CMS.
Ability to work effectively with professionals from a variety of disciplines represented in a hospital environment.
Experience working with older adults with mental health challenges.
Experience conducting abuse and/or administrative investigations and Root Cause Analysis/Five Whys analysis.
Experience in a mental health setting.
Experience administering surveys and collecting/aggregating data.
Experience in data analysis, the use of PC based software: word processing, spreadsheets.
Successful completion of DBHDS Abuse/Neglect Investigation Training upon or within 4 months of hire.

Nice To Haves

Investigative training or experience preferred.
College degree in Human Services, health care profession, business/public/hospital administrative or equivalent experience is preferred.

Responsibilities

Develop, implement, and monitor the patient experience initiative and activities.
Work collaboratively with facility administration, management, staff, patients, families, and other stakeholders to develop, coordinate, and support programs and activities related to patient, visitor, and employee satisfaction.
Ensure that the rights of patients were not violated by addressing all patient complaints and investigating all allegations of abuse/neglect.
Ensure the patient stay was therapeutic and safe.
Act as point person for performance improvement audits and surveys.