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Sr. Patient Liaison

UCLA Health Type Full time Posted 9/1/2014
Salary - n/a - Starts 9/17/2014
CA - California (All) - Los Angeles Referral - n/a -    
 

Job Duties

The Senior Patient Liaison - works to optimize the experience of patients/ families who receive care in hospitals and ambulatory areas of UCLA Health and the physician practices of UCLA Faculty Practice Group. He/she represents the leadership of UCLA Health when conducting regular proactive visits and outreach in hospital and ambulatory areas. The incumbent effectively interfaces and collaborates with Hospital and FPG Executives, Directors, Chairs, Chiefs, Faculty, residents, and staff to clearly identify causes of complex situations which may include clinical quality, access, interdisciplinary communication, and the delivery of ancillary services. Using strong meeting facilitation and mediation skills, collaborate with physicians, chief medical officers, nurse leaders, ethics committee, quality management, case managers and risk management to bridge disparate expectations regarding the quality/plan of care of patients, families, and clinicians. He/she uses in-depth knowledge of the Health System organization, processes and resources to creatively and effectively facilitate patient care and to deliver services and amenities which patients will perceive as adding value to their experiences.   The Senior Patient Liaison also supports and assists patients and families who present grievances and concerns regarding their medical care. He/she listens with empathy and caring, then researches, problems solves and advocates, ensuring that patients are assured that their concerns are taken seriously. When handling volatile, sensitive or politically charged situations, the Senior Patient Liaison exercises judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved. . The incumbent then utilizes excellent written and oral communication skills as well as family meeting facilitation skills to ensure that patients/ families are provided with the best possible solution or response. Assess complaints/grievances and then prepare them for peer review by the Medical Staff Committees. He/she uses limit setting and confrontation skills when necessary to ensure that behavior of patients or families do not violate rights of other patients or staff. Assist clinical managers and physicians in developing patient behavioral contracts or in separating patients from a clinical practice

Job Qualifications

In-depth knowledge of the Health System organization, processes and resources. Exceptional critical thinking skills to research problems and provide resolutions to patients problems. Ability to independently assess quality of care complaints: reviewing medical records for the purpose of medical quality review and/or preparing grievances for the Peer Review Committees, QA offices, Service Chiefs, Chief Medical Officer, Chief of Staff, Medical Staff Office or Risk Management and provide recommendations for resolution. CA Registered Nurse License is required or equivalent experience. The ability to understand and interpret medical documentation and to discuss medical care with physicians, nurses and other health care professionals in order to further the plan of care or coordinate quality of care reviews is essential. The Senior Patient Liaison should posess enough knowledge to understand and verbalize which ancillary departments should be involved with the plan of care. Ability to differentiate between issues that are routine and issues that require escalation to a higher level and/or expedited resolution. Demonstrated skill writing detailed responses to patient grievances, including the ability to summarize findings of the various physician reviewers is a must. Ability to covey genuine warmth, caring and concern to individuals on a consistent and repetitive basis. Ability to sustain these qualities while managing one's own needs. Exceptional skill at listening with empathy, caring for individuals of all ages and backgrounds. Exceptional diplomacy and public relations. Knowledgeable of laws and regulations involving patient rights and responsibilities, Joint Commission standards, managed care grievance regulations, HIPAA, Americans with Disabilities Act, and other relevant regulations. The Senior Patient Liaison should also be prepared to conduct in-service trainings to clinical and non-clinical staff on topics such as complaint management, service recovery, and customer service. Ability to perform all duties listed above with minimal supervision from the Patient Experience Manager or Director. Ability to use judgment regarding when to seek consultation or guidance from interdisciplinary colleagues or the Patient Experience manager. Ability to multitask, organize desk effectively and respond to competing deadlines and requests in a manner that is calm and productive Ability to meet constantly shifting deadlines Ability to organize desk and multitask well when faced with competing deadlines The incumbent is knowledgeable about laws and regulations involving patient rights and responsibilities, Joint Commission standards, managed care grievance regulations, HIPAA, Americans with Disabilities Act, and other relevant regulations. The ability to understand and interpret medical documentation and to discuss medical care with physicians, nurses and other health care professionals in order to further the plan of care or coordinate quality of care reviews is essential. Registered Nurse License is required or equivalent experience