Patient Advocacy Coordinator

Cedars-Sinai•Los Angeles, CA

About The Position

Under the direction of Patient Advocacy leadership in the Office of Patient Experience, the Patient Advocacy Coordinator is responsible for assisting in and carrying out the daily activities of the Section, with special emphasis on the organization's complaint and feedback process. Acting as a liaison between Administration and the complainant, or Health Plans, the Patient Advocacy Coordinator works closely with relevant collaborators from across the organization in the coordination and management of patient complaints and grievances by ensuring documentation, investigation, resolution and follow-up in accordance with organizational policy, accreditation, regulatory and licensing requirements. Responsibilities include coordinating the daily activities of the department as they relate to complaints and grievances lodged by health plans, admitted, or discharged patients, including providing on-site rounds with patients and families, and handling high profile and/or complex situations by serving as an intermediate link between the complainant and management. Key responsibilities of this position include staff training and mentoring; assists with outreach, and education regarding grievance processes with key partners; data maintenance and production/analysis of data reports related to the patient complaint and grievance process. I this role you:

Responsibilities

Act as a liaison between the patient/family, Health Plans, Medical Staff Officers, Senior Leadership, service line and nursing management in the execution of the patient complaint and grievance processes.
Provide on-site rounds, meeting face to face with patients and families to assist in addressing concerns at the point of care and working collaboratively with clinical staff to document, call out, and resolve issues as appropriate.
Analyze the level of complaint(s) and determine appropriate interventions and escalations to unit management, Executives, Department Chairs, Peer Review, or Executive Leadership, ensuring all concerns are thoroughly assessed. Coordinates Patient Complaint and Grievance Process assuring timely and accurate triage, acknowledgment, follow-up, response and closure of complaints and grievances. Review follow-up responses to assure the complainants concerns are appropriately addressed, seeks out additional information as needed. In addition, judgment and experience are employed when preparing and signing acknowledgments and follow-up response letters. Assures the complainants concerns are appropriately addressed.
Work collaboratively with relevant partners including Medical Affairs, Risk Management, Legal Affairs, Privacy Office, Patient Financial Services, and others to provide thorough resolution and outcome to the nuances within complaints and grievances.
Perform accurate and timely data entry of all complaint information into the corresponding system databases. Establishes and maintains uniform, organized filing system and database records.
Refer all complaints and compliments in accordance with established process. Reports follow-up findings for MD Feedback cases to Medical Staff Leadership on a recurring basis.
Monitor expected turnaround for follow-up responses, documents and subsequent interactions with complainants in the corresponding systems.
Act as a resource and serves to educate others within the institution regarding the grievance process; shares knowledge and guidance regarding de-escalation and conflict resolution and handling customer service issues.
Assist in the development and presentation of educational outreach material, as needed. Including giving presentations regarding the complaint/grievance process, insurance grievances, or CS-Safe data reports related to the complaint/grievance process.
Provide initial training and ongoing mentoring of new staff within the Patient Advocacy Department, serves as a role model and mentor for exemplary customer service. Serves as a source of advice, knowledge, guidance and direction in handling patient service issues and complaints. Primary Duties and Responsibilities
Performs other duties as assigned. This includes performing clerical duties as needed including, coordination and implementation of processes and programs foundational to the mission of the Office of Patient Experience and Cedars-Sinai.