This position will remain open until a successful candidate has been identified.
UCSD Layoff from Career Appointment: Apply by 10/18/2017 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
The Patient Advocate works to optimize the experience of patients/families who receive care from UCSD Health System. Represents the leadership of the Moore's Cancer Center and UCSD Health System when conducting regular proactive rounds in ambulatory care areas. Uses in-depth knowledge of the Health System, with a comprehensive focus on the outpatient and inpatient needs of cancer patients and cancer service lines. Collaborates with Moore's Cancer Center clinicians, staff and Patient Advocates in La Jolla and Hillcrest to effectively support care teams and patients undergoing treatment in various settings of our health system. Actively seeks to orient patients and their caregivers to available support services at MCC including food services, transportation between MCC and Thornton Hospital, the pharmacy, the MCC Resource Room, classes, support groups, and other services as appropriate. Promotes an environment that focuses on the needs of the patients through fostering good communication.
Responsible for accurately identifying patient grievances and adhering to Medical Center Policies regarding appropriate documentation and follow up. Track data and information about complaints and compliments to use for making recommendations to improve services and systems for the benefit of patients and their health care team. Listens with empathy and caring, then documents, researches, problems solves and advocates, ensuring that patients are assured that their concerns are taken seriously. In addition, the Patient Advocate collects and analyzes quantitative and qualitative data on patient feedback which s/he then uses to proactively implement quality improvement projects. When handling volatile, sensitive or politically charged situations, the Patient Advocate exercises judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved. Interfaces and collaborates with Administrators, Directors, Chairs, Chiefs, Faculty, Residents, Staff, and Volunteers to clearly identify causes of complex situations which may include clinical quality, access, scheduling, billing, interdisciplinary communication, and other forms of delivery of services.
The Patient Advocate then utilizes excellent written and oral communication skills as well as family meeting facilitation skills to ensure that patients/families and clinics are provided with the best possible resolution. Develops and implements educational materials, presentations, and training sessions for staff as needed including relevant articles, tips for staff via newsletters, the intranet, or other training venues. When necessary, the Patient Advocate assists clinical managers and physicians in developing patient behavioral contracts or in dismissals from a clinical practice (in conjunction with the Risk Management Department). Understands and interprets medical documentation and to discuss medical care with physicians, nurses and other health care professionals in order to further the plan of care or coordinate quality of care reviews is essential. Performs related duties as needed to support the operations of the Moores Cancer Center across the cancer care continuum and UCSD Health System.
Bachelor's degree in a relevant field or equivalent combination of education and experience.
Three to five (3-5) years of patient advocacy experience in a healthcare setting; emphasis on cancer patients preferred.
Experience must include resolving patient conflicts, knowledge of data analysis, and development/implementation of customer service/patient experience training.
Knowledgeable of laws and regulations involving patient rights and responsibilities, Center of Medicaid Conditions of Participation, California Department of Public Health, Joint Commission standards, managed care grievance regulations, HIPAA, Americans with Disabilities Act, and other relevant regulations.
Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook essential.
Must have excellent organizational skills, and exhibit flexibility and ability to prioritize multiple tasks during the course of a day.
Demonstrates self-direction and time management skills.
Must show positive interaction with peers and patients, and enjoy being part of a team environment.
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