Patient Advocate

Rogers Behavioral Health · Brown Deer

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Job Duties & Responsibilities:

• Ensures accurate recording, tracking and completeness of reported incidents.
• Assists with the development of tools or metrics to track the overall effectiveness of the patient incident reporting program and processes.
• Plans, coordinated, and implements patient incident reporting and patient advocacy program awareness, education, and training.
• Fosters a speak up culture and employee confidence that reporting makes a difference in the organization.
• Collaborates with other departments to direct patient complaints, grievances, and risk issues to appropriate channels and effectively implement process improvements.
• Supports patient safety and quality generally with performance of other projects and risk-reduction duties as assigned.
• Conduct routine audit and monitoring of patient incident and advocacy activities across all Rogers sites and levels of care based on identified need(s) and risk(s).
• Interview and/or collaborate with care teams and staff.
• Lead discussions arounds applicable regulations, standards, and/or Rogers polices in a way that resonates with staff.
• Provide education, training, and helpful tools/resources for management and staff.
• Prepare written summaries, findings report, and management action plans.
• Conduct chart reviews.
• Track and manage action items to ensure timely follow-up and resolution.
• Utilize key metrics and reporting tools for tracking, trending, and optimal decision making.
• Collaborate with stakeholders to help ensure there is a mechanism in place for correcting instances which pose safety or other risks to patients or the organization as a whole, appropriate to the nature and extent of the occurrence, and ensure consistency in the application of corrective action.

Promote a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills

• Be open to change and actively support change.
• Be open to others’ ideas and points of view.
• Uses emotional intelligence to effectively communicate, lead, and develop leaders and staff.
• Evaluate employees objectively and provide employees with periodic coaching and feedback.
• Ensure all team members are following policies and procedures for Rogers.

Promote department goals as well as the mission of Rogers

• Communicate goals to fellow staff members.
• Demonstrate measurable goal achievement.
• Maintain department policies and procedures.
• Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
• Resolve individual issues with peers in a positive, solutions focused manner.
• In collaboration with human resources with conflict resolution and investigations.
• Maintain an understanding of any variance and its impact on the department budget.
• Ability to influence departments within Rogers and provide leadership guidance.
• Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
• Maintain and/or communicate to appropriate party function backlog at a set time.
• Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
• Demonstrate acceptance and training of student interns in the department, as directed.

Participate in Roger’s committees, performance improvement team meetings, and team projects, as directed

• Demonstrate punctuality and preparedness.
• Demonstrate effective communication skills.
• Demonstrate good organizational skills.
• Contribute in a positive, solution-focused manner.

Conduct self in a professional manner

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
• Communicate with all individuals in a positive and professional manner.
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
• Communicate concerns and provide solutions for same.
• Project a professional image by wearing appropriate, professional attire.
• Ability to influence departments within Rogers and provide technical guidance.

Perform other duties as assigned

Additional Job Description:

Physical/Mental Demands

• Maintains a high degree of creditability, independence, integrity, confidentiality, and trust.
• Individual must possess excellent attention to detail, strong writing, and verbal communications skills.
• Ability to effectively communicate with all levels of staff.
• Individual must be comfortable in handling challenging situations involving possible adverse outcomes.
• Highly collaborative individual with ability to influence others and build strong professional relationships.
• Ability to work independently, make independent judgments and set priorities.
• Ability to maintain a calm, professional demeanor under pressure.
• Position requires walking, sitting, and standing. Lifting is moderate; must be capable of lifting a minimum twenty (20) pounds. Reaching, handling, grasping, and manual dexterity are necessary to operate various equipment.
• Verbal and hearing ability are required to interact with coworkers, staff, auditors/consultants and other third parties, as applicable. Numerical ability is required to maintain records and operate a computer.
• Tact is required to interact effectively with employees and professional staff. Logical thinking and discretion required to make decisions in initiating and implementing policies and procedures and standards.
• Must be able to read and communicate through exemplary written, verbal, and auditory skills and abilities.
• Superb analytical and research skills.
• Ability to maintain confidentiality.
• Highly collaborative with ability to influence others and build strong professional relationships.
• Must be able to plan, control, and manage all aspects of an effective healthcare compliance program and related activities.
• Must be able to travel by car and/or air to Roger’s locations as business needs present.
• Must be physically/mentally able to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical.

Education/Training Requirements:

• Bachelor’s degree in healthcare, nursing, social services, business, or related field required.
• Minimum of five (5) years’ experience in a healthcare setting, specifically within a patient safety, patient relations, quality improvement, and/or compliance/risk management role (preferred).
• Registered nurse licensed by Wisconsin State Board of Nursing. License must be in good standing with the State Board of Nursing. OR Full, independent licensure as a Licensed Professional Counselor (LPC), Licensed Marriage and Family Therapist (LMFT), Licensed Clinical Social Worker (LCSW) or equivalent in state practicing, i.e., LPCC, LMHC (preferred).
• Knowledge of patient incident reporting systems and customer service/service recovery principles.
• General knowledge of hospital clinical and operational practices and procedures to be able to educate and communicate effectively with internal and external customers.
• Excellent communication skills, customer focus, proficiency, leadership ability, and professional integrity.
• Self-starter attitude; comfortable with working independently.
• Working knowledge of federal and state healthcare laws and regulations.
• Electronic health record software (e.g., Cerner, Epic) experience preferred, but not required.
• Case management and/or workflow solutions/management software (e.g., SAI360, NAVEX, etc.) experience preferred, but not required.
• Strong proficiency in Adobe®, Adobe® Creative Suite, and Microsoft® Office Products.
• Ability to work quickly and effectively in a fast-paced detail-oriented environment while adhering to deadlines.
• Valid driver license. Must be granted insurable status by the Rogers Memorial Hospital insurance policy.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)

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