- Patient Advocate Coordination
• Assist with Monitoring for compliance of JC/CMS standards and UH Policy related to grievance and/or patient complaints
• Data management including collection, entry, trending and analysis to support performance improvement
• Consistently demonstrates ability for collaborative problem-solving
• Supports performance improvement as directed and as appropriate
• Works in collaboration with the Quality, Risk, Legal and leaders and staff under direction of RN
• Provide families and patients with a resource to assist with resolutions regarding quality of care, service level concerns, and lost items.
• Assist patients & families in understanding their rights and responsibilities while serving as a professional representative of the UH System
• Triage Advocacy phone line during business hours assisting with concerns/requests that do not require RN Patient Advocate Monitoring assistance or oversight.
• Consistently demonstrates proactive issue identification and creative, collaborative problem-solving.
• Initiate and maintain the database for patient complaints, compliments and grievances.
- Administrative support
• Supports the operation of the hospital’s Quality/Patient Advocacy Department and its staff
• Provide administrative support to the Patient Care Advocacy Department. This includes providing administrative support (i.e. drafting letters, scheduling, meeting notifications, preparing the agenda and packets, and minutes) for various meetings data entry and report generation from the advocacy databases (i.e. Midas).
• Supports administrative duties as assigned
• Assists in setting up meetings. Prepares and distributes meeting agendas, minutes, and attachments with accuracy and timeliness
• Ensures timely and accurate flow of information
• Maintains strict confidentiality related to but not exclusive to data, event reports, case analysis, and minutes content
• Prioritizes workload, with the ability to shift priorities as directed
• Maintain the Service Recovery Database and generate reports to identify trends. Purchase and maintain items for the service recovery program.
- Data Coordination
• Participates in performance improvement as directed including data collection through
• concurrent and retrospective review of hospital processes and procedures
• Performs electronic data collection from clinical sources
• Assist in summarizing data/outcomes, developing summary reports designed to trend outcomes, assists with identification of opportunities for improvement, and facilitates quality improvement initiatives in collaboration with and under direction on the Patient Advocate Monitoring RN staff.
- Regulatory Compliance Coordination
• Maintain data collection to support and drive meeting regulatory standards.
• Under direction of System Director disseminates data and feedback on compliance with regulatory standards.
