Job Description

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.

Essential Duties:

• Serves as point of contact and intermediary to respond to patient, family, caregiver and/or guardian concerns within timeframes 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.

Requirements

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 Skills and Abilities

• 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 partners in the legal process surrounding patients' rights; speak effectively on behalf of clients; represent the department and the County with tact and diplomacy; exercise independent judgement; maintain objectivity and confidentiality; prepare a variety of written documents such as reports and policies; communicate effectively, orally and in writing.
• Strong attention to detail, documentation knowledge, and retention practice skills.

Physical Requirements/Environmental Conditions

Perform the following with or without reasonable accommodations:

• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips.
• Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
• Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
• Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects.
• Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks and visually observe patients on the unit and in therapeutic activities.
• Must be able to work and concentrate amidst distractions such as noise, conversation and foot traffic; ability to handle interruptions often and be able to move from one task to another
• While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Benefits

• Health Insurance
• Vision Insurance
• Dental Insurance
• 401K Retirement Plan
• Healthcare Spending Account
• Dependent Care Spending Account
• PTO Plan with Holiday Premium Pay
• Life Insurance (Supplemental Life, Term, and Universal plans are also available.)
• Short and Long-Term Disability (with additional buy-in opportunities)

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