Patient Advocate, Social Work

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health?  to apply through your Workday account.

Exemption Status:

Exempt Hiring Range:$62,004.80 - $(based on a full time schedule of 40 hours per week).Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday Scheduled

Hours:

20 hrs per week

Shift: 4 - Mixed Shift, 4.5 Hours (United States of America)

Hours:

20

Cost Center:10030 - 6201 Office Of Patient Advocacy This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other.

And everyone, in their own unique way, plays an important part, every day.

Serves as a liaison between our patients/visitors and the organization. Responsible for collaborating with stakeholders across the organization to work towards the prevention and remediation of patient/visitor complaints and doing so in a timely and empathetic manner. Collaborates throughout the organization to help build a culture committed to our vision of improving the patient experience, patient-centered care and a culture of respect.

This position is also responsible for supporting patients at UMMMC licensed psychiatric facilities through their role as the Human Rights Officer.

I. Major Responsibilities
1. Maintains a close working relationship with clinical care teams across the organization to identify potential patient complaints before they arise.
2. Proactively rounds on patients/visitors to ensure a successful patient experience.
3. Liaison with patients/visitors to ensure care is consistent with expectations and facilitates resolution of inconsistencies.
4. Coordinates efforts with all necessary areas of the organization (especially: Legal, Public Relations/Marketing/Communications, Risk Management, Regulatory Affairs, etc.) to resolve complaints, and address issues to prevent future complaints.
5. Ensures suggestions and compliments from patients/visitors are submitted to the appropriate areas.
6. Responsible for investigating, resolving, documenting, communicating, and reporting patient/visitor compliments and concerns, and ensuring regulatory compliance. This includes collaborating with clinicians and drafting letters to patients and insurance carriers.
7. Arranges, mediates, and facilitates meetings between patients and/or staff to foster satisfactory resolution.
8. Must apply an extensive knowledge of clinical processes/systems and of the potential impact of patient complaints on legal, patients’ rights, ethical, political, public image concerns.
9. Collaborates with UMass Memorial Medical Center’s licensed psychiatric units’ staff to promote respect for the Human Rights of Patients and uphold the Six Fundamental Rights of Patients.
10. Provides education to staff regarding optimal approach to patient complaints.
11. Provides consultation to staff, as requested, to help address specific situation.
12. In partnership with the manager, uses documented data to identify areas of improvement across the organization.
13. Uses data to identify…