- Patient and Family Advocates coordinate the investigation, management and resolution of patient and family grievances on behalf of patients, families, EHC leadership, physicians, and staff.
- Coordinates investigation of concerns of patients, family members, physicians, and staff regarding quality and delivery of health care.
- Investigation includes issue clarification, chart review, policy and procedure review, interviewing, and consulting.
- Resolves quality of service and quality of care complaints and grievances within the Emory Healthcare organization requiring interaction at multiple levels; assesses case consequences and makes recommendations based on investigation of complaints.
- Works with risk management coordinators, quality department, social services, chaplaincy, physicians and executive administration, and financial services on appropriate written and verbal responses to patient grievances.
- Convenes and facilitates multi-disciplinary groups for the investigation and resolution of complaints and grievances.
- Works closely with risk managers to identify and investigate matters that have a potential to become a claim or a lawsuit.
- Manages the formal grievance process and is a resource to patients, families, staff ---for interpretation of Patient Rights and Responsibilities.
- Determines appropriateness of service recovery gestures including decisions relating to monetary compensation and reimbursement.
- Responds to inquiries from insurance companies regarding quality of care and service concerns raised by members.
- Assists with explanation and preparation of advance directives.
- Coordinates transportation and lodging for patients referred for social service assistance. (TEC ONLY)
- Makes referrals to hospital social services as appropriate.
- Assists with explanation and preparation of advance directives.
- Works with manager to formulate plan for professional development.
- Attends educational in-services as appropriate.
- Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.
- Maintains extensive documentation and database of patient contacts.
- Participates in PARS program with Vanderbilt University.
- Prepares and reviews reports on service quality, care issues and physician trends; Participates in assigned or appointed ad-hoc and standing committees or projects. (Ethics Committees).
- Presents Patient and Family Advocacy material at physician, manager, and staff orientations.
- Presents in-services to staff and physicians on proper handling of patient concerns.
- Performs other duties as assigned.
MINIMUM QUALIFICATIONS: - Bachelor's Degree in healthcare preferred; and two-five years of relevant experience; healthcare experience preferred.
- Must have a high degree of proficiency in interpersonal relationship skills, databases, word processing, graphs, and conflict resolution
PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks. . -
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Patient and Family Advocate - Atlanta, United States - Emory
Description
JOB DESCRIPTION:
