Directs and operationalizes the Advocacy program across the continuum of care to include Acute, Post Acute, Ambulatory and Medical Group settings. Standardizes and oversees complaint and grievance processes as well as the service recovery program across the organization. Directs and manages day-to-day operations, represents Administration to Prisma Health patients, families, and visitors in communicating relevant policies, responding to conflict situations, and providing service recovery. Oversees processes around the resolution of complaints and grievances with leadership including, physicians, administrators, directors, and managers. In coordination with the patient experience team, helps leaders identify trends, utilizing Continuous Improvement methods to coach facility and departmental leadership in closing performance gaps related to quality of care and safety outcomes. Coordinates programs and services at all Prisma Health entities in compliance with CMS, legal and risk guidelines. Collaborates with RISK and Compliance to develop strategies and processes for the proper handling of complaints and grievances.
Master’s Degree in clinical organizational development or business related
3 years of leadership experience in advocacy or risk environment
In lieu of Master’s Degree, 7 years of experience in Patient Advocacy will be considered
Continuous Improvement Certification – Preferred
Job posted: 2020-07-24