Terros Health

  • Patient Advocate

    Job Locations US-AZ-Phoenix
    Job ID
    2018-2981
    # of Openings
    1
    Category
    Accounting/Finance
    Program
    Finance
    Weekly Hours
    40
  • Overview

    Terros Health is pleased to share a rewarding opportunity for a Patient Advocate. This highly visible position reports directly to the VP of Internal Audit and plays an integral role in our service delivery. As a Patient Advocate, the successful individual will have a high level of interaction with our valued patients and community members and be given an opportunity to bridge the gap between patient communication and delivery of the highest level of care. If you have a passion for advocating for others and positively effecting outcomes; this may be just the opportunity you have been searching for. 

     

    Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion and empowerment. For more than four decades, the heart of everything we do is inspiring change for life. We help people manage addiction and mental illness, provide primary medical care, restore families, support our veterans, and connect individuals to the care they need.

     

    If you are interested in working for one of the State's Leading Healthcare Organizations that promotes IntegrityCompassion, and Empowerment, we encourage you to apply!  

    Responsibilities

    The Patient Advocate offers patients, family members, staff and providers an avenue for resolving patients concerns and facilitating meaningful discussions between Terros healthcare providers, stakeholders, patients and their families.   Serves as a trusted and informal information resource, communication channel, conflict resolution point of contact, facilitator and consultant for dispute resolution and quality of care issues.  Acts to seek fair and equitable solutions to patient/provider issues. Brings issues to senior leadership to address care delivery improvement efforts.  Promotes and fosters effective relationships/communication between patients, community members and Terros Health.  This position reports.

     

    • Serves as a an intermediary between clinical teams, patients and their families to provide confidential and informal assistance to patients and providers in resolution of quality of care issues.  
    • Conducts informal fact-finding, assesses the overall gravity of the situation, and meets with the parties to discuss issues.  Based on an analysis of the situation, recommends options to assist the parties in the resolution of the dispute.
    • Facilitates patient contact with other appropriate departments. Attends site meetings with Consumer Advisory Boards to facilitate patient feedback and to identify areas for performance improvement
    • Develops collaborative relationships with other departments to provide and facilitate a fair, open and creative resolution process.
    • Provides feedback to senior leadership by tracking and analyzing types of patient and provider concerns, and in collaboration with appropriate stakeholder groups.  Identifies opportunities for improvement to policies and practices which contribute to systemic conflicts, concerns and complaints.
    • Provides internal consulting services to providers on communication and dispute resolution strategies, designed to improve individual and organizational effectiveness.
    • Collects and maintains  data in order to evaluate patient concerns.  Analyzes data to determine patterns of complaints and identifies and informs senior leadership of patterns and trends affecting patient care. Assists in the development of performance improvement plans, based on data collection
    • Develops and implements an on-going communications program, including informational materials for patients and family, staff training and awareness building regarding the Patient Advocate function.
    • Conducts focus groups with stakeholders, patients, families and staff to solicit and collect input on performance, program planning and training needs.  
    • Prepares concise, factual reports and correspondence; formulates recommendations for improved policies, procedures and internal systemic processes

     

    Qualifications

    • At least 3 years of relevant work experience.
    • Bachelor's degree in a related discipline. Master's preferred.   
    • Preferred:  Bilingual in Spanish.
    • Preferred:  Mediation certification and/or experience.
    • Must possess: Well-developed critical thinking and analytical abilities, and

      Time management, organizational, conflict resolution and judgement skills
    • Proficiency using Microsoft Office suite and HRIS system
    • Must successfully pass a pre-employment drug screen and TB Test.
    • Must have or be eligible for level one Arizona Fingerprint Clearance card or apply for an Arizona fingerprint clearance card (Level 1) within 20 working days of assuming role.
    • Must have valid Arizona driver’s license, be 21 years of age with minimum 3 years driving experience, and meet requirements of Terros Health’s driving policy.

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