Graduate with a Bachelor's Degree from a recognized, accredited school of nursing, social work (MSW), or other healthcare specialty, and currently licensed and in good standing with the State of Michigan required. Master's Degree preferred.
Experience in investigation and advocacy within a private or public human services agency (or comparable experience) desired. Working knowledge of the Mental Health Code and other Patient Rights regulations and the ability to interpret and apply statutes, rules, policies and procedures is desired.
A minimum of 5 years of professional experience in healthcare services. Must be able to comprehend health care information and discuss care processes with all levels of care providers in order to resolve patient grievances. Must exhibit dedication to complaint resolution by using process of inquiry. The ability to listen free of judgment is a requirement.
Exceptional problem solving and communication skills required. Demonstrated work experience in direct patient problem solving in an inpatient or outpatient setting. Excellent customer service orientation skills necessary in order to deal effectively with various levels of hospital personnel, outside customers, and community groups. Ability to apply principles of adult learning and develop education for a variety of audiences required.
Requires independent judgment and action skills. Must maintain high level of confidentiality and ability to prioritize multiple tasks/activities. Strong organizational skills and the ability to concentrate while being subject to multiple interruptions and changing work priorities.
Proficiency in computer database and word processing skills required. Must be able to collect, synthesize and interpret large amounts of data related to customer satisfaction. Strong writing skills to prepare professional level correspondence, presentations, and management reports.
Reports directly to the Chief Executive Officer/President for Recipient Rights Advisor portions of role. Reports to the System Director of Risk Management for other role responsibilities. Also accountable to the VP of Quality and Patient Safety.
Works directly with recipients of Behavioral Health Services and other patients/families, to accommodate language/disability needs, to resolve concerns/complaints, and to maintain positive relationships. Collaborates with leadership and staff to support patient rights.
Works collaboratively with members of Patient Relations, Patient Safety, Clinical Quality, Loss Prevention, Infection Prevention, and Nursing and Medical Staff leadership.
May report directly to the Vice President Medical Affairs and Vice President of Legal Affairs specific to delegated role in peer review and complaint management.
Works directly with patients, families, and appropriate staff to resolve concerns/complaints/ grievances and maintain positive relationships.
May receive direction from Administrators, and other department directors.
AGE OF PATIENTS SERVED: No direct clinical contact with patients
l. Supports Munson Medical Center's mission and vision.
2. Embraces and supports the Performance Improvement philosophy of Munson Medical Center:
3. Promotes personal and patient safety. Is aware that safety is a self-responsibility. Knows the physical requirements of the job and works within those guidelines. Performs job duties safely at all times, utilizing learned body mechanics and transferring/lifting techniques. Plans actions to promote safety. Reports any unsafe situation/equipment according to hospital procedure.
4. Uses effective customer service / interpersonal skills at all times.
5. Assures that Munson Medical Center and Behavioral Health Services operates a Recipient Rights System that is in compliance with the Michigan Mental Health Code (P.A. 258 of 1974, as amended), particularly Chapters 7 and 7a: Receives reports of, and investigates apparent or suspected violations of rights Acts to assist recipients of mental health services in obtaining resolution of complaints, and act on behalf of recipients to obtain remedies for apparent violations Otherwise endeavors to safeguard the rights guaranteed by the Mental Health Code through activities of prevention, monitoring and education of the agency and its staff. Prepares and/or reviews agency policies, procedures, and standards relating to the rights of recipients. Works cooperatively with outside agencies such as Michigan Protection and Advocacy, state departments and local law enforcement agencies, and other advocacy or regulatory groups to ensure protection of rights of recipients being served by the agency. Receives and acknowledges all complaints of apparent or suspected violations of rights. Investigates, or if appropriate, intervenes to resolve allegations of rights violations as specified by the Mental Health Code and contractual requirements. Determines responsibility for rights violations and recommends actions necessary to remediate violations in a timely manner and prevent recurrences. If necessary, assists the complainant or others with standing to appeal, in the appeal process. Assures adherence to proper due process procedures required for appeals made to the agency appeals committee. If necessary, assists the appellant in filing an appeal to the Department of Community Heath Administrative Tribunal when appeals have been exhausted at the local level. Reviews occurrence reports regarding recipients. Whenever such reports indicate a potential violation of rights has occurred, assure that an intervention or investigation is initiated. Reviews the circumstances surrounding the death of, or serious injury to a recipient. If there is an apparent or suspected violation of rights conduct an investigation. Reviews reports from regulatory agencies where information pertinent to rights protection is contained. Visits Behavioral Health Units 2-3 times weekly to gather complaints, interview complainants (patient and/or staff), and to be available as a consultant to all behavioral health staff in a supportive role. Alerts the CEO, Director, and managers to practices that may potentially violate rights. Oversees the development, organization, and implementation of training on recipient rights for employees, contract employees, volunteers or other agents of the agency, within 30 days of hire. When possible, develops training for consumers and family members. Ensures training of the rights advisory and appeals committee members. Develops and conducts training as required by contract or in response to complaint trends. Coordinates activities of the Recipient Rights Advisory Committee and assists the Committee in reviewing the budget for the recipient rights office. Prepares an annual and semi-annual report of rights activity for review by the Advisory Committee and subsequent submission by the CEO to the Department of Community Health and the Board.
6. Maintains policies/procedures and associated documents for patient rights compliance and support. Participates in regulatory agency inspections and site visits. 7. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, the Corporate Compliance Program, Ethics, and other policies and procedures, in order to ensure compliance. 8. Maintains knowledge of current practices in rights protection through participation in education and training (minimum of 20 hours annually specific to recipient rights). 9. Assists the Patient Relations and Risk Management staff in meeting department goals. Responds to patient/family complaints per Patient Relations program guidelines. 10. Uses computer applications (PowerChart, Word, Excel, PowerPoint, VOICE, Feedback Monitor Pro, Outlook, etc) efficiently and effectively. 11. Performs other duties as assigned.