Patient Advocate

Summary:

Absolute Staffers is hiring a Patient Advocate to work at Langley AFB, VA.

Duty Hours: Monday through Friday 7.30 am to 4.30 pm EST

Job Description:

Advocate Program:

• The contractor shall meet/greet patients and addresses their concerns or issues promptly and attempt to resolve them on the patient’s first visit.
• The contractor shall plan, organize, administer and assess the Patient Advocate programs under the guidance of the Director of Quality Programs (DQP).
• The contractor shall forward requests from patients asking for downtown care referrals to the DQP for review and action.
• The contractor shall forward concerns from patients regarding quality of care/patient safety issues to the DQP for review and action. The contractor shall consult the DQP for guidance and/or assistance when a task is above the contractor.
• The contractor shall perform all other duties as assigned appropriate to the profession.
• The contractor shall maintain a daily entry of each positive and negative complaint along with a resolution into a cumulative database using excel spreadsheets, logs, and graphs IAW Joint Commission and Health Services Inspection Standards and Criteria.
• The contractor shall extract AdHoc data on a monthly basis and provide statistics to the DQP, and in turn, presents to the executive staff via monthly briefing.

• The contractor shall retrieve customer service surveys completed by patients and will develop and manage the MTF patient feedback program.
• The contractor shall plan, develop, administer and evaluate the overall patient relations data to include survey data from internal and external surveys to include but not limited to the Department of Defense (DoD), AF, Air Combat Command (ACC), and 633 MDG.
• The contractor shall review and assess weekly and monthly DoD Service Delivery Assessments (SDA).
• The contractor shall forwards weekly and monthly survey data to Patient Advocates, clinical staff, and executive staff via email.
• The contractor shall identify positive and negative trends using statistical graphs and other performance improvement tools.
• The contractor shall prepare recommended action plans for approval and shall provide information to executive staff via monthly briefing.
• The contractor shall enter data analysis and findings into the computerized databases called Health Service Inspection MEDFACTS and Joint Commission Accreditation Model Program (AMP). After a review of data by the DQP, action plans shall be initiated to meet statutory compliance.
• The contractor shall be responsible for all actions necessary for scheduling, notification to attendees, preparation of agenda and topics, identifying presenters, and recording meeting minutes for the monthly Patient Advocate meetings.
• Shall be responsible for presenting survey data analyzed as stated above. The contractor shall prepare and submit meeting minutes to the DQP later than (NLT) five (5) duty days after the meeting was held. Upon approval, minutes shall be filed appropriately. The contractor shall hold in-service meetings with the clinics on an as-needed basis.
• The contractor shall conduct initial training to all newly appointed Patient Advocates within seven (7) duty days of receipt of the appointment letter.
• The contractor shall prepare and present the annual schedule of training and activities to the DQP.
• The contractor shall develop and conduct quarterly group patient relations training using PowerPoint presentations, videos, role-playing, scenarios, and other forms of training for all Patient Advocates.

Education, Skills & Experience:

• The contractor is required to have a bachelor’s degree in health care and/or business/management discipline.
• A Master’s degree in business/management discipline is desirable.
• Contractor personnel shall have a basic knowledge of fiscal management, human resources management, and computer systems and applications.
• The contractor shall have knowledge and understanding of the Joint Commission on Accreditation of Healthcare Organizations standards, TRICARE Military Health System, Department of Defense directives, United States Air Force regulations, policies, and local medical treatment facility regulations, policies, procedures, programs, and precedents.
• The contractor shall also have knowledge of the principles and practices related to health care delivery systems, hospital organizational structure, functions, and interrelationships.
• Insight is required to evaluate the impact of work center operations on principles of patient care concerns. Knowledge of the priorities, goals, and policies of a military medical center is highly desirable.
• The contractor shall possess knowledge of fact-finding and techniques. The contractor must have a strong knowledge of established training policies, regulations, and procedures; strong instructor skills; and good management skills.
• The contractor shall possess skills in exercising initiative, judgment, problem-solving, and decision-making. The contractor shall have skills in developing and maintaining an effective work environment to achieve goals and objectives.
• The contractor shall have strong oral and written communication skills, as well as good interpersonal and team-building skills.
• The contractor shall have the ability to research and prepare comprehensive reports.
• The contractor shall have the ability to initiate and monitor continuous quality improvement activities