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Northern Light Health

Department: Patient Safety

Position is located: Acadia

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: No Hours Assigned

Summary:

The Patient Advocacy Program Manager oversees the day-to-day operations of the functions, processes and workflows of Northern Light Health’s Patient Advocacy program. They provide coaching and guidance to Patient Advocacy team members, demonstrate a general understanding of customer service, response time to patient/family concerns and compliance with regulatory requirements. In addition, the incumbent will provide in person management of patient complaints and grievances at Acadia Hospital to meet their unique compliance and patient care related needs. The Patient Advocacy Program Manager understands trends related to complaints and grievances and collaborates with Patient Experience partners to promote a proactive safety culture at Northern Light Health.

Responsibilities:

+ Provides leadership and executes strategy in achieving our Northern Light Health promise. Supports and directs the adoption of measurable principles of excellence in service and response tactics to complaints/grievances.

+ Works with Patient Advocacy team to ensure standard approach to managing patient complaints and grievances. Acts as a resource for difficult situations as they arise.

+ Acts as subject matter expert at Acadia and beyond for behavioral health complaints and grievances.

+ Ensures regulatory needs are met as they relate to patient complaints/grievances and partners with compliance to ensure concerns related to patient rights are addressed appropriately.

+ Demonstrates excellent customer service; documents patient complaints/grievances objectively and works with local leaders to partner in resolution.

+ Manages day to day operations of Patient Advocacy team to include vacation coverage, department closures, messaging, communication, etc.

+ Completes thorough investigation into complaints and grievances through electronic health record review and interviews of all parties involved. Completes interviews in an open, non-punitive way promoting psychological safety.

+ Writes professional letters to follow up with patient grievances and collaborates with member Quality Director to edit letters as needed.

+ Works closely with Patient Experience teams to communicate areas of opportunity for proactive program management as well as Manager, Patient Safety to ensure goal and operational alignment to strategy.

+ Supports staff in the facilitation of Service Recovery opportunities responding to the needs and concerns of patients, families, and other customers in real time.

+ Other duties.

Other Information:

+ Bachelor’s degree preferred. In lieu of education, two years of experience is required per year of required education, exclusive of the minimum experience identified above.

Competencies and Skills

+ Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.

+ Electronic medical record software.

+ Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.

+ Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.

+ Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.

+ Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.

+ Fosters Innovation: Employs and encourages the use of meaningful creativity in solving challenges. Proactively identifies opportunities and uses new approaches to enhance processes, systems and services. When appropriate, suggests or initiates new strategies, products, services, and markets.

+ Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.

+ Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.

+ Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.

+ Presentation software with the ability to create presentations with the ability to incorporate animation, audio, video, time delays, as well as designing themes and variants with animations and effects.

+ MS Teams

+ Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.

+ Multi-line phone, scanner, photocopier, fax, and internet.

+ OneNote

+ Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .

+ Zoom

+ Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.

+ Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.

+ Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.

+ Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

+ Required Associate's Degree

Required Experience

+ 5 year/years of Relevant Work Experience

Working Conditions

+ Potential exposure to abusive and/or aggressive people.

+ Work with computers, typing, reading or writing.

+ Prolonged periods of sitting.

Position Patient Advocacy Program MgrLocation Req ID null