Patient & Family Representative - Administration - Penn State Health : Job Details

Penn State Health - Community Medical Group

Location: US:PA: Hershey

Work Type: Full Time

FTE: 1.00

Shift: Day

Hours: 8:00a - 4:30p

Recruiter Contact: Lindsay E. Erdman at [email protected] (MAILTO://[email protected])

SUMMARY OF POSITION:

Serves as a liaison between patients/family members and staff/employees to promote improved communications, processes and patient experience and to reduce the risk of litigation to the organization. Work with clinical and non-clinical staff to address patient feedback regarding compliments, complaints and grievances as defined by the Centers for Medicare and Medicaid Services (CMS) and as regulated by the Department of Health (DOH), and to ensure compliance with all regulatory requirements from the aforementioned bodies.

ESSENTIAL DUTIES- The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

• Respond to patient or family concerns as brought to light via multiple channels, to include in person, phone call, email, from medical center and college of medicine leadership and staff, Risk, Regulatory and Compliance and Patient Safety departments, social media, et al.

• Establish a rapport with the patient and family to learn what concerns/issues are and preferences for resolution of those concerns/issues. -De-escalation of patient and family behavioral issues, in conjunction with Security and/or other teams if necessary.

• Educate staff, patients, family members and the community about Patient Rights and Responsibilities.

• Assist with the issuance of patient behavioral contracts and/or patient dismissal from services, when needed.

• Establish rapport and credibility with staff at all levels to facilitate problem solving. Help sensitize health care professionals to the need to humanize patients' hospital experience using communication models and service recovery techniques.

• Coordinate multidisciplinary meetings, to include caregiver-family meetings, to address patient/family concerns.

• Encourage understanding and adherence by staff and patients to hospital policies, procedures, regulatory regulations and responsibilities. Identify opportunities for service recovery and ensure an appropriate level of action is taken to address the perceived shortcoming to include, but not limited to, patient financial adjustments, reimbursement for lost property, and general liability insurance property and injury claims.

• Identify appropriate level of risk for each case and determine when escalation to Patient Safety, Quality, Security, Privacy, Compliance, Risk or Legal is necessary.

• Discuss cases with lawyers representing Penn State Health and appear in court as a witness for Penn State Health when advised to do so.

• Appropriately categorize and prioritize caseload to ensure regulatory requirements are met or surpassed. Work with clinical and non-clinical staff at all levels, to address compliments, complaints and grievances as defined by the Centers for Medicare and Medicaid Services (CMS) and as regulated by the Department of Health (DOH). This includes:

• Comprehensive review and analysis of medical records

• Investigation and compilation of complete and accurate documentation of facts and timelines

• Advise and keep patient informed during case follow up

• Prepare and present case review data during Department of Health on site audits

• Prepare and present cases, as needed, to Grievance Committee. Identify and share trends with organizational leadership, to include Medical Directors, Department Chairs, Nurse &Clinic Managers and Executive Leadership, in order to identify systematic and process improvements

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Psychology, Communications, Social Services or related field required.

• 5 years of experience in medical, social or customer service required.

PREFERRED QUALIFICATIONS:

• Bilingual - English/Spanish preferred.

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).

• Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.

• Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.

• Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.

• Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

WHY PENN STATE HEALTH MEDICAL GROUP?

#WeAre committed to providing patient- and family-centered care to all patients -and skillfully handle needs at every level of complexity utilizing our shared governance model of care. The Medical Group is constructed of both primary care and multi-specialty offices that are striving to make a difference in each patient's healthcare routine. Working alongside seasoned professionals, you will be spearheading the mission of Penn State Health to provide the highest quality care to all patients within their local community! Working with us means being part of a team that strives to provide excellent patient care every day, but also one that works together to set and achieve goals, build on the Penn State Health legacy and create new possibilities for the future.

YOU TAKE CARE OF THEM. WE'LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence - that's Penn State Health. But what makes our healthcare award-winning? That's all you.

This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

Position Patient & Family Representative - Administration

Location US:PA: Hershey | Human Services | Full Time

Req ID 81513