Patient Advocate

Overview

The Patient Advocate and Process Improvement/Risk Management Coordinator ensures that recipients of mental health services are notified of their rights; assists with investigations of complaints or grievances from, or concerning recipients of, services; provides patients' rights training to staff and serves as liaison with outside entities as necessary. Gathers, records, and reports on PI/RM and satisfaction data in order to identify solutions to improve hospital policies and processes.

• Serves as point of contact and intermediary to respond to patient, family, caregiver and/or guardian concerns within time frames designated by hospital and regulatory guidelines
• Conducts applicable research, investigations, and documentation; and file records in accordance with legal and Hospital guidelines
• Resolves patients' complaints and grievances and/or convey questions, complaints, problems and concerns of patients to proper personnel
• Complete follow-up contacts to discharged patients, caregiver and/or guardians along with completing the necessary supporting documentation
• Collects, documents, and tracks patient satisfaction, concerns, and grievances information; and investigates complaints or grievances related to mental health services, and documents and provides appropriate resolutions and outcomes.
• May participate in hearings or legal proceedings and collaborates with licensed mental health facilities and other agencies as required
• Tracks and ensures maintenance of data and reporting for internal and external purposes
• Monitors PI Data/Risk Management information and patient satisfaction surveys to identify trends and provide solution options to the Director
• Provides training and education about mental health law and patients' rights to mental health service providers including staff, contractors and consultants
• Complies with facility safety, infection control and security program
• Supports facility internal and external customer service standards.
• Upholds the Organization's ethics and customer service standards

This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the hospital. Duties may be modified or changed with or without notice.

Education and/or Licensure - A bachelor's degree or license in nursing, counseling, psychology, social work, or a field related to the delivery of mental health services required.

Experience - At least 3 years of experience as a patient advocate, mental health worker, case worker, clinician, or social worker in a mental health environment; or a combination of training, education, and experience that is equivalent to the above employment standard and that provides the required knowledge and abilities.

Additional Requirements - Bi-lingual (English/Spanish) strongly preferred. Must possess or obtain SAMA (Satori Alternatives to Managing Aggression) certification within 30 days of hire.

• Knowledge of interviewing and conflict resolution techniques; laws, rules, and regulations applicable to the treatment rights of mentally ill individuals, including Texas civil commitment law and due process rights of consumers of mental health services; rights of patients in institutional and community facilities; ethics and principles of patient or consumer advocacy; and health care administration
• Knowledgeable of patient rights and laws pertaining to mental health
• Must have advanced PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word and Excel
• Must have excellent written and verbal communication skills, and be a good listener with a pleasant demeanor that encourages and engages others
• Must be able to multi-task, prioritize with strong time management skills
• Ability to: collect and analyze complex information, draw logical conclusions, and make sound recommendations; prioritize and organize the work of self and others; learn and apply practices of supervision, establish and maintain effective working relationships with consumers of mental health services and their families, treatment staff, community organizations, and…