Acts as a patient advocate and is responsible for implementing internal and regulatory procedures designed to guarantee the rights of patients and residents for health care in an atmosphere of human dignity and without regard to ethnic or national origin, sex, religion, ability to pay or ultimate source of payment. Implements and interprets the Patients' Bill of Rights and the Mental Health Bill of Rights; promoting effective relationships between doctors, health care workers, patients, residents and their families; and responding to patient grievances. Responsibility also involves monitoring service delivery to ensure effective support services to patients and residents, and providing technical assistance to professional staff to meet program goals and objectives. Involves
work of a highly sensitive and confidential
- Serves as liaison between the patients/residents and management and professional staff, providing a specific channel through which patients/residents can seek solutions to their problems, concerns and unmet needs, i.e., billing and reimbursement issues, housekeeping or food service issues, nursing or other medical care issues.
- Serves as the patients'/residents' advocate by acting on their behalf with appropriate administrative /management/professional staff.
- Receives complaints and inquiries from patients or their families, either verbally or in writing, and pursues appropriate avenues for the solution of these problems as they affect overall health care delivery and support services.
- Ensures the accessibility of the Patients’ Bill of Rights and the Mental Health Bill of Rights, and ensures conformance by Saint Clare's staff.
- Maintains log of patient concerns/complaints and conducts follow-up activities including problem resolution.
- Assures patients of their right to voice concerns and file complaints.
- Provides informational material regarding available services and programs, and conducts outreach when needed to meet program objectives.
- Provides information and arranges for translation/interpretation services for bi-lingual patients and deaf patients, as well as patients with special needs.
- Maintains detailed records of service data and compiles it into statistical charts and reporting forms.
- Conducts in-service educational training for staff regarding patients' rights and service excellence;
- Composes acknowledgment and response letters to grievances and concerns.
- Performs related tasks to ensure the effective and efficient delivery of services
- Accesses protected health information (PHI) in accordance with departmental assignments and guidelines defining levels of access (i.e. incidental vs. extensive).
- Uses computer applications or the other automated systems such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments.
- Undergraduate / Bachelor’s.
Possession of a Master Degree* in Health Advocacy may be substituted for the two years of experience stated above.
Two years experience in counseling, advocacy, or as a patient advocate, one year of which must have been in a health care setting. Ability to make effective decisions and be understanding and supportive of both patients and hospital management needs to communicate effectively both orally and in writing. The ability to establish and maintain effective working relationships with a wide variety of people, both professional and lay.
Must be able to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments. Physical condition commensurate with the demands of the position.
- None required.
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
Adheres to and exhibits our core values:
: Having a profound spirit of awe and respect for all creation, shaping relationships to self, to one another and to God and acknowledging that we hold in trust all that has been given to us.
: Moral wholeness, soundness, uprightness, honesty and sincerity as a basis of trustworthiness.
: Feeling with others, being one with others in their sorrows and joys, rooted in the sense of solidarity as members of the human community.
: Outstanding achievement, merit, virtue; continually surpassing standards to achieve/maintain quality.
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community
Catholic Health Initiatives and its organizations are Equal Opportunity Employers.CB\
Patient Care Support
New Jersey-Denville-Saint Clare's Hospital
Scheduled Hours per 2-week Pay Period