Court Liaison

Responsibilities
River Vista Behavioral Health sits along the bluffs overlooking the San Joaquin River, this brand new, 128-bed facility, will provide high-quality and advanced behavioral health services to residents and visitors in the Central Valley. The new hospital will employ more than 250 people, including clinicians, nurses, mental health technicians, support staff and administration.
We are currently seeking a forward thinking and compassionate Court Liaison/Patient Advocate. The Court Liaison/Patient Advocate investigates, resolves, and reports grievances to leadership and staff. The Court Liaison/Patient Advocate will assist in gathering, processing, and entering data, as well as creating and maintaining records and reports. The Court Liaison/Patient Advocate will also assist in the implementation of special projects designed to improve quality and/or compliance with various regulatory agencies. The Court Liaison/Patient Advocate will be available to address patient/family complaints and act as a liaison between the complainant and hospital administration/staff.
QUALIFICATIONS
Education: Bachelor's degree related to behavioral health
Experience: Minimum of three (3) years of behavioral health experience required.
Additional Requirements: CPR certification and successful completion of Crisis Prevention Intervention (CPI) training. CPI Training may be obtained during new hire orientation.
STANDARDS OF PERFORMANCE
PRIMARY CRITERIA/RESPONSIBILITIES:

1. Demonstrates effective management of assaultive behavior: use of seclusion and/or time-out, and the use and application of restraints.
2. Demonstrates competence in HWC skills including Personal Defense Releases, Blocks, Restraint Techniques, and Escort Techniques.
3. Demonstrates competence in Verbal De-Escalation skills.

1. Ensures Patients Rights and Confidentiality are maintained.
2. Meets with patients and / or family members regarding complaints and works toward resolution for all parties involved. Maintains a record of all patient complaints, investigation of complaints and resolutions. Documents in the medical record interactions with patients.
3. Meets with the patient and / or family member making the complaint no more than three (3) working days after said grievance is received, whether verbally and /or in writing.
4. Reviews the patient's / family's grievance, the patient's medical record, and speaks with all involved.
5. Analyzes the nature of the patient and / or family concerns to determine appropriate action to be taken, in any, including but not limited to recommended changes in the Program and / or procedures.
6. Resolution of the grievance / complaint is completed within five (5) days of receipt of the grievance/ complaint.
7. Investigate, resolve, document and report organization-specific patient and visitor complaints and concerns to leadership and staff.
8. Collaborate with departmental leaders in to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient.
9. Actively participate in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals.

SERVICE EXCELLENCE CRITERIA:

1. Treats everyone as a guest.

• Makes a positive first impression and continues that positive impression through ongoing efforts.
• Anticipates the needs and expectations of all people encountered
• Displays service recovery skills; is responsible for resolving dissatisfaction without assigning blame

Demonstrates professionalism and excellence in all things.

• Demonstrates professionalism in look, what to do, and what to say
• Holds self accountable - Is a positive role model
• Delivers excellence that goes beyond departmental and individual job responsibility

1. Practices teamwork

• Participates in decision-making and process improvement, regardless of level in the organization
• Communicates effectively within and beyond assigned team
• Focuses on the problem or issue, not the person

1. Behaviors: Always says "please" and "thank you". Makes a good first impression by projecting a positive attitude; greets patients, guests and staff warmly.
2. Behaviors: Always wears name badge. Demonstrates a professional image through manner of dress, respectful communication, and adherence to hospital badge policy.
3. Behaviors: Holds self accountable for getting the information needed to know to do job. Responds to client and customer questions, concerns and grievances in a timely manner, informing complainant of process and expected time of resolution.
4. Behaviors: Uses language appropriate to the situation and to the guest. Is a team player, showing respect for peers, supervisors, patients and guests, demonstrated through verbal communications and commitment to the work group.
5. Behaviors: Greet guests with eye contact and a smile. Staff is timely when responding to patient needs and requests by making eye contact and verbal contact when patient presents self at nurse's station or any other area where staff is located.
6. Behaviors: Always end an interaction with the guest by asking, "Is there anything else I can do for you?" Provides service to patients and families that is prompt, caring, efficient and effective.

GENERAL CRITERIA

1. Attendance: Consistently reports to work on time and is ready to work at start of shift. Appropriately utilizes personal days/sick time. Clocks in/out per policy and procedure; begins/returns from meal periods and rest breaks within established policy time frame.
2. General Safety: Follows all departmental and hospital safety, security and infection control policies.
3. Self-Development: Maintains required licensure/certification for position; renews by expiration date; Maintains CPR; renews by expiration date. Maintains HWC training; renews by expiration date. Completes all required mandatory in-services/training at hire and annually and in a timely manner. Gains additional formal qualifications beyond the minimum requirements of the job; as well as additional job duties and skills. Follows up on any personal development plan. Maintains current knowledge of policies and procedures, protocols, and practices. Attends in-service programs.

Program Operations:

1. Coordinate the process for determining and maintaining accurate legal processes for patients.
2. Ensure Infection Control, Safety and Risk Management policies are consistently implemented on the unit.
3. Process unusual occurrence reports, conduct investigations and corrective plans when needed.
4. Coordinate performance improvement activities and is responsible for the effectiveness of the program quality management activities.
5. Monitor medical records for appropriate documentation of care and effectiveness of the treatment plan.
6. Evaluate the appropriateness of all medical/psychiatric emergency interventions performed in the program.
7. Acts as the Patient Advocate for the facility.
8. Responsible for preparing, compiling, and maintaining files and open outpatient records.
9. Responsible for coordinating communication between staff, physicians, patients, families and other departments.

Professional Collaboration

1. Participate in designated task force meetings.
2. Meet on a regular basis with the Director of Outpatient Services.
3. Collaborate with Case Management to ensure patients receive timely, quality care.
4. Attend annual mandatory in-service programs.

Job-Specific Accountabilities

1. Complete psychosocial assessments.
2. Provide group therapy or co-lead groups.
3. Provide individual/family therapy sessions and crisis intervention.
4. Augment Inpatient Services as needed.
5. Ensure timely and accurate delivery of clinical information to HMO/Insurance providers (PHP/IOP specific).
6. Provide social work consultations to physicians, nurses, other hospital staff members, patients, patient's relatives and coordinate with community agencies as appropriate.
7. Provides case management services to patients in PHP/IOP.
8. Provides discharge planning services to PHP/IOP patients as needed.
9. Attend appropriate meetings, workshops, and in-house trainings to maintain clinical skills and keep informed of community resources available.
10. Respond to calls and requests made by hospital physicians, intake and assessment personnel, nurses and other staff as needed.

General Performance Accountabilities

1. Use time constructively and in an organized manner to accomplish assigned responsibilities, delegates duties to other personnel as appropriate, and demonstrates good judgment ability.
2. Demonstrate a professional attitude and works collaboratively with physicians/licensed practitioners, staff, patients, visitors and allied health providers.
3. Show evidence of ongoing education in health care management.
4. Act as a behavioral model of procedural expertise to other staff members through demonstration, teaching and mutual consultation.

Specific Standards for the Care of Child Patients Ages 5 through 11

1. Maintain knowledge of the Child Program rules, protocols and handbooks guidelines.
2. Maintain knowledge of children's stages of development and seek guidance from the nurse in charge when questions about the norms for behavior related to child development arise.
3. Assess patients for behaviors consistent with the developmental stages and make note of any deviations in behavior.
4. Recognize acting out behavior of child specific age group and set appropriate limits in clear, concise, behavioral and non-judgmental terms based on the age of the patient.
5. Demonstrate an awareness of learning disabilities and translates treatment/program expectations to the learning-disabled child.

1. Relate to child patients in an age-appropriate manner.
2. Utilize seclusion and restraint procedures with an understanding of the need for modification in regard to smaller body sizes of children, abandonment issues and the history of physical and/or sexual abuse issue.
3. Act as a resource to other staff in regard to the Child Patient Programs.

Specific Standards for the Care of Adolescent Patients Ages 12 through 18

1. Maintain knowledge of the Adolescent Program rules, protocols and handbooks guidelines.
2. Assess patients for behaviors consistent with the developmental stages and makes note of any

deviations in behavior.

1. Recognize acting out behavior of adolescent specific age group and set appropriate limits in clear, concise, behavioral and non-judgmental terms based on the age of the patient.
2. Demonstrate an awareness of learning disabilities and translates treatment/program expectations to the learning-disabled adolescent.
3. Relate to adolescent patients in an age-appropriate manner.
4. Utilize seclusion and restraint procedures with an understanding of the need for modification in regard to smaller body sizes of adolescents, abandonment issues and the history of physical and/or sexual abuse issue.
5. Act as a resource to other staff regarding the Adolescent Patient Programs.

Qualifications
Specific Standards for the Care of Adult Patients Ages 19 through 64

1. Gather information from the patient, family and interdisciplinary team and use judgements based on knowledge of adult behaviors in treatment planning and interventions.
2. Recognize behaviors and set appropriate limits in clear, concise, behaviors and non-judgmental terms.
3. Utilize seclusion/restraint procedures applicable to adult body size and past history of violent or emotional behaviors.
4. Maintain current knowledge of the Adult Program rules, protocols and handbook guidelines.
5. Utilize theoretical concepts to guide the effective practice of adult care within Specific Standards of Care for this age group.

Specific Standards for the Care of Geriatric Patients Ages 65 and older

1. Maintain a knowledge of the developmental tasks and sociological theories of aging.
2. Utilize theoretical concepts to guide the effective practice of gerontological health care

and behavioral care.

1. Gather the appropriate information from the patient, family and interdisciplinary team and use therapeutic judgements based on knowledge of gerontological health/behavioral care practices to develop a comprehensive plan of care.
2. Utilize interventions based on gerontological theory to restore patients functional capabilities and to prevent complications and excess disability.
3. Maintain a complete knowledge of treatments, medications and side effects of such in the geriatric age group.

Additional Performance Accountabilities

1. Develop account management list to maintain current account information and update as
2. Contact primary accounts through personal visits, telephone calls and letters/mailers on an
   ongoing basis, developing and encouraging a relationship of trust with all active accounts.
3. Monitor referrals and admissions and plan an appropriate strategy to maximize referral potential.
4. Maintain current awareness of changes in the industry through self-education, peer education,
   and professional and community involvement for the betterment of this position and the facility.
5. Participate actively on the business development team to increase productivity and reduce
   duplication of efforts (i.e. setting up joint calls with the CEO and other business development
   staff, overall participation in the marketing effort).
6. Promote the team concept within the facility.
7. Participate in the evaluation and analysis of facility statistics and provide recommendations to overall business planning strategies as appropriate.
8. Participate with internal facility marketing such as the possible creation of an internal facility newsletter, employee communications, special event communications, etc.
9. Attend scheduled department meetings to provide the Director of Outpatient Services with timely reports on month-en...