Patient Rights Advocate

Commonwealth of Massachusetts • Boston, MA

9d • Onsite

About The Position

The Lemuel Shattuck Hospital, operated by the Massachusetts Department of Public Health (DPH), is seeking an experienced dedicated professional to serve as our Patient Rights Advocate. As a compliance officer, you would work across all shifts to resolve complaints, conflicts, and issues related to hospital services, staff, and the environment of care. This role supports both inpatients in medical units and outpatients receiving care in Ambulatory Care Clinics, procedure suites, and surgical services. The ideal candidate will build trusting relationships with patients, their support networks, and hospital staff to facilitate problem-solving and resolution while modeling excellent customer service. Additionally, you would ensure compliance with regulatory standards governing patient rights and collaborate with counterparts in DMH, DOC, and vendor-managed programs to promote an optimal environment of care across the hospital campus.
Please Note Scheduled Hours: Monday-Friday, 8-4pm, With Weekends Off

Requirements

• Strong knowledge of patient rights advocacy, investigative techniques, and interviewing methods.
• Proficiency in report writing, record-keeping, and information analysis to support decision-making.
• Ability to accurately gather and document information through interviews, observations, and record examinations.
• Expertise in interpreting legal documents and applying relevant laws, regulations, and policies.
• High level of discretion when handling confidential information and sensitive patient concerns.
• Effective communication skills, including clear oral and written expression and the ability to provide instructions.
• Strong problem-solving and judgment skills to assess data, draw conclusions, and recommend solutions.
• Ability to establish rapport, navigate diverse interactions, and foster collaborative working relationships.
• Capacity to remain calm in high-pressure situations and adapt to changing work environments.
• Self-motivated with the ability to work independently while maintaining compliance with hospital standards.
• Applicants must have at least (A) four years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work (B) and equivalent combination of the required experience and the substitutions below.

Nice To Haves

• Strong understanding of relevant laws, regulations, policies, and standards governing unit operations.
• Familiarity with agency forms, their uses, and proper documentation procedures.

Responsibilities

• Serve as a primary point of contact for patients, addressing concerns related to treatment, hospital services, and the environment of care.
• Collaborate with clinical and non-clinical staff to foster patient engagement and participation in hospital programs, groups, and councils.
• Mediate and resolve patient concerns by working with unit and department staff to achieve mutually satisfactory outcomes.
• Refer patients to appropriate legal advocacy or external agencies as needed while ensuring compliance with regulatory standards.
• Assist in formal complaint processes, maintaining records and tracking resolution outcomes for reporting and trend analysis.
• Support investigations and reviews of patient rights violations conducted by external agencies, ensuring compliance with standards and producing relevant documentation.
• Develop and distribute educational materials related to human and patient rights, ensuring proper posting and accessibility.
• Provide patient rights training to new and existing staff, updating materials as needed to reflect evolving standards and regulations.
• Assess the effectiveness of patient advocacy services, gathering feedback from staff and patients to improve hospital-wide initiatives.
• Participate in clinical team meetings, ethics committees, and other hospital-wide groups to advocate for patient needs.
• Maintain a comprehensive database of patient advocacy activities, including complaints, interventions, and resolutions.
• Oversee the development and operations of a Patient Advisory Council in accordance with regulatory guidelines.

Benefits

• When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
• Explore our Employee Benefits and Rewards!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees