Provides assistance to patients who encounter difficulties or problems with the Harvard University Health Services system and represents patient interests in all facets of the HUHS organization and operation. Acts as ombudsman/patient advocate for all HUHS patients. Handles complaints, problems, and suggestions from patients about all aspects of HUHS inpatient and outpatient services. Serves as staff liaison and coordinator of student and faculty/staff consumers' councils. Works as a team member to insure quality of care and patient satisfaction at HUHS. Acts as general source of information about HUHS.
Acts as Advocate for patients. Receives, reviews and acts upon patient complaints/suggestions. Patients may bring any type of problem or suggestion about the Health Services and quality of care issues in confidence to the Patient Advocate. Each situation is evaluated and resolved independently and appropriate action taken to address the issues.
Ensures the privacy and security of highly confidential information that passes through the Patient Advocate office.
Issues annual reports from database on areas of complaint/contacts to Patient Care Assessment Committee/Executive Committee for compliance with state requirements and for HUHS improvement efforts as requested by the Director.
Serves as a resource for patients and others in the Harvard Community to answer questions about HUHS services and policies and to refer questions and problems to the most appropriate person for response/resolution.
Provides and collects all patient satisfaction feedback forms for review, follow up, action and recommendations to improve the care we provide to the Harvard Community.
Collects all safety reports relating to patients and follows up with the area Manager or Director regarding the incident, provides results of investigations and action or recommendations to prevent similar occurrence or care issues and then reports these aggregate data trends and concerns quarterly to Quality Management Oversight Committee.
Supervises front desk reception support staff including recruitment, hiring, orientation, training, disciplining, counseling and evaluation of performance.
Manages Hardship Fund Referral Program for students. Serves as resource for patients with chronic disease. Each case is reviewed by the Patient Advocate and the Director of the HUHS and the level/nature of the support to be offered is determined on a case by case basis.
Collaborate with Member Services, facilitates exchange of insurance information for both HUGHP and student plan (HUSHP) members.
Collects all abuse/neglect reports that have been filed to assure that follow up has occurred and reports this information to the University, HUHS and HUPD (Clery Act Reporter).
Collaborates with the International Office and Interpreting Service to utilize and better serve our International patient population.
Reviews and/or helps to develop publications which supply information to the Harvard Community about HUHS policies, procedures and insurance issues. (e.g., HUGHP Newsletter, insurance brochures, Student Handbooks, HUHS flyers announcing new policies or systems).
Participates on HUHS & University committees as requested by the Director to represent patient/consumer interests. Current committee appointments include Quality Management Oversight Committee, HUGHP Workgroup, HUHS Managers Group, Student Health Planning Committee, Least Privileged Workgroup, and HUHS Liaison for the Clery Act, Research/Ethics and the Student Outreach Committee.
Schedules, coordinates and represents HUHS for multiple student/staff/retiree/parent orientations which provides information on access and services provided by HUHS, as well as Open Houses to promote the services provided by HUHS and as requested by the Director.
Identifies problematic areas of service and quality care issues at HUHS. Brings directly to the attention of the Director of HUHS any and all issues of concern or positive suggestions as to the services provided and recommendations for future direction.
Maintains an awareness of issues with implications of ethical nature and presents them to the proper forums for discussion and resolution.
Ensures that all staff are aware of the importance of HUHS' organizational ethics by providing information and presenting periodic reminders.
Provides follow through on all identified ethical questions and communicates these resolutions to the Quality Risk Management Committee and the Director.
Salary Grade: 058
Union: 00 - Non Union, Exempt or Temporary
Bachelor's degree, or equivalent. Experience working in a clinical medical setting. Strong interest in issues involving health care delivery. Excellent problem-solving; organization; oral and written communication skills.
Experience in consumer advocacy and working with health care providers. Familiarity with Harvard.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. T...he University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.