The University of Vermont Health Network - Champlain Valley Physicians Hospital Patient Advocate Manager in Plattsburgh, New York
Develops, directs, and administers and evaluates the Patient Advocate Program. Investigates and responds to patient care related/customer grievance/complaints in an attempt to resolve problematic issues, enhance understanding of the patient’s Bill of Rights and patient responsibilities and to enhance satisfaction with services provided by CVPH. The Patient Advocate Manager assesses verbal and written grievances/complaints and satisfaction survey data to identify trends and areas for process improvement. The Patient Advocate Manager will function as in internal consultant across the organization working with management and staff to develop skills and strategies to resolve patient concerns as close to the bedside as possible.
Will be working mainly in Perioperative Departments. May be required to cover other areas.
The Patient Advocate receives grievances, complaints and concerns from patients, their families, patient satisfaction surveys and others. The Patient Advocate analyzes the grievance/complaint/concern with appropriate service departments for resolution and ensures a timely response to the grievance/complaint.
The Patient Advocate compiles data regarding grievances, complaints, concerns and identifies areas/trends in need of improvement. This data informs service and process related improvement initiatives across the organization and is reported regularly to management.
Documents/maintains customer grievance/complaint files that reflect the nature of the grievance/complaint, results of all investigations, who the grievance/complaint was discussed with and the results/actions taken.
Participates in the Regulatory Compliance Plan by: ensuring compliance with CMS COP’s with respect to the grievance process, ensuring compliance with The Joint Commission standards related to Ethics, Rights and Responsibilities, developing hospital policies in response to laws, regulations and accrediting standards related to patient rights including advance directives, and interacting with NYS DOH surveyors during licensure surveys and compliant investigations.
The Patient Advocate intervenes in conflict involving the interests of patients and families in the healthcare environment. While resolving conflict, the Patient Advocate keeps the welfare of the patient in the forefront, realizing that the patient is often the least able party to successfully represent him/herself in a competing or opposing relationship.
Responds to Patient Satisfaction survey results when negative or positive results are indicated. Routes comments to appropriate staff members for resolution, service recovery, and coordinates the service recovery process at CVPH. Provides written response to patients where appropriate.
Participates in the Risk Management Plan by identifying potential/actual claims and mitigating claims in conjunction with the Director Risk Management.
Bachelor's degree in health related field required.
Current NYS RN License required.
5 years of healthcare experience required.
As applicable, the individual has training/competency in attending to the special needs and/or behaviors appropriate to the age of the patients for which care is being provided.
Department Name: Patient and Family Experience
Work Hours: 0700-1930
Hours Per Pay Period (For Portal Display): 56-72 Hours
Weekend Requirements: Weekends and holidays as scheduled
External Company Name: CVPH Medical Center
External Company URL: www.cvph.org
Street: 75 Beekman Street