JOB CODE: PTADVOCF                                                             

POSITION TYPE: Non-Direct                                                  

FLSA STATUS: Non-Exempt 

PURPOSE STATEMENT:

Support patient rights efforts through educating patients and families, guiding complaint/grievance processes and reporting unresolved threats to patient safety to appropriate staff. 

ESSENTIAL FUNCTIONS:

• Facilitate patient/family grievance process to include processing the complaint, forwarding to the appropriate manager and communicating the resolution to the complainant for resolution purposes.
• Collaborate with appropriate staff to develop acceptable resolutions to potential complaints.
• Identify process deficiencies that result in possible threats to patient rights or patient safety.
• Maintain the complaint and grievance logs up to date.
• Collaborate with risk department and department managers to ensure patient concerns are dealt with in a timely and appropriate manner.
• May participate in new hire orientation on educating staff on patient safety and advocacy
• Identify critical needs with regard to customer service and discuss with supervisor and medical staff.

OTHER FUNCTIONS:

• Perform other functions and tasks as assigned.

SWOOD

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

• High school diploma or equivalent required. Associate or Bachelor's degree in a clinical field preferred. 
• Experience in customer service or risk management preferred.
• Experience with behavioral health patients preferred.

LICENSES/DESIGNATIONS/CERTIFICATIONS:

• CPR and de-escalation/restraint certification required (training available upon hire and offered by facility).
• First aid may be required based on state or facility.