Patient Representative

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Patient Representative - RN required

Job Description

Patient Representative responds to customer concerns/complaints. Assists operating leaders with action plans to resolve customer concerns/complaints and has oversight responsibilities for Service Recovery program, coordination and reporting. Serves as a patient advocate and is a liaison between internal and external customers/departments. Works with Risk Manager, Risk Managment consultants and legal counsel to determine the best course of action for issues and provides legal advice/guidance to SBL leaders and medical staff accordingly. Responsible for day-to-day assessment of Quality Management & Risk Management reports completed, assessing them for further actions needed. Participates in decision making related to trends/risks identified.

Responsibilities

Acts as the SBL liaison to the Chaplains Program, Acts as the SBL liaison to the Chaplains Program, Acts as the SBL liaison to the Chaplains Program.  , Assesses patient survey comments/comments and follows up with departments/individuals involved for sharing both opportunities for improvements and positive feedback.    , Assesses patient survey comments/comments and follows up with departments/individuals involved for sharing both opportunities for improvements and positive feedback.    , Assessment - Collects pertinent data and information relative to the patient's health or the situation.  Recognizes normal and abnormal findings when gathering data., Assists with coverage of Risk Management issues in the absence of unavailability of the Risk Manager – within scope of expertise, experience and capabilities., Assists with coverage of Risk Management issues in the absence of unavailability of the Risk Manager – within scope of expertise, experience and capabilities., Coordinates concern/complaint prevention/resolution process elements including, but not limited to, assessment, analysis, resolution and follow-up.  Works with leaders of departments of origin to assure swift and optimal resolution and proactive action plans/education to prevent reoccurrence.  , Coordinates concern/complaint prevention/resolution process elements including, but not limited to, assessment, analysis, resolution and follow-up.  Works with leaders of departments of origin to assure swift and optimal resolution and proactive action plans/education to prevent reoccurrence.  , Coordinates customer service initiatives for SBLHS.  Serves as a patient advocate and liaison.  Works with Excellence teams to coordinate initiatives and improvements.   , Coordination of Care - Plans and evaluates care in collaboration with appropriate disciplines., Diagnosis - Analyzes assessment data to determine actual or potential diagnosis, problems, issues., Evaluation - Evaluates progress toward attainment of goals and outcomes.  Reports data and outcomes to others as appropriate., Identifies trends and/or associated risks based on both Improvement Reporting and Service Recovery and reports them to the Risk Manager for further action., Identifies trends and/or associated risks based on both Improvement Reporting and Service Recovery and reports them to the Risk Manager for further action., Implementation - Implements care or work plan in alignment with the plan and approved safety, infection control,and department/organization standards., Knowledge - In collaboration with leaders, actively pursues required knowledge and skills through orientation activities specific to the position, reading current literature and seeking new learning opportunities., Makes rounds in patient care areas, primarily at the main campus, to identify both opportunities for improvement and positive outcomes that may have the potential for use in other areas.  , Makes rounds in patient care areas, primarily at the main campus, to identify both opportunities for improvement and positive outcomes that may have the potential for use in other areas.  , Obtains current patient demographics and insurance benefits from Registration., Outcomes Identification - Identifies expected outcomes for a plan individualized to the patient or situations., Planning - Develops a plan that prescribes strategies to attain expected, measurable outcomes., Relationships - Establishes effective working relationships with peers, physicians, and other members of the health care / work team.  Identifies and confers with appropriate resources regarding patient / work decisions., Serves as an advisory member of the Ethics Committee {+ 11 more}

Requirements

ADN (Required)RN-Registered Nurse - Illinois Department of Financial and Professional Regulation

Compensation

Estimated Compensation Range

$54,808.00 - $84,947.20

Pay based on experience