Friday, February 7, 2014 at 12:12PM
This recruitment is to fill one full-time, Patient Advocate (Community Resource Program Manager) Position.
This vacancy is located in Administration, from 8:00 a.m. to 4:30 p.m., Monday through Friday (Saturday and Sunday off).
Bring a consumer’s point of view to all areas of program development, policy formation, program evaluation, quality assurance, system designs, education of behavioral health service providers, and staff providing direct services. Services as a systems change agent. As a patient representative, the Resource Program Manger interacts with patients, their families and support systems, hospital staff, community providers and hospital administration to address concerns and complaints, and provide advocacy intervention when indicated.
Duties include, but are not limited to:
- Participate as a member on selected executive hospital committees. Direct hospital Patient Rights activities. Design and provide educational presentations to various community constituencies. Provide training to hospital staff as indicated. Remain visible on the hospital units and be accessible to patients. Attend meetings between patient care units and patients/advocates as requested. Attend ward management and community meetings as indicated.
- Work with Quality Management to investigate patient complaints. Attempt to resolve complaints at the lowest possible levels in the hospital hierarchy. Maintain statistical information regarding patient complaints and provide reports as requested.
- Meet directly with the CEO (or designee) and provide feedback regarding patient activities and issues regarding patient care. Attend training as requested by the CEO.
- Meet federal and other regulatory requirements for investigations and responding to patient complaints/rights violations and assess effectiveness of mitigation plans. Identify risks and recommend course of actions to mitigate. Negotiate controversial issues and resolve conflicts in a fashion that recognizes legitimate patient needs.
- Meet with community and statewide representatives to provide a seamless response to consumer complaints and needs when/where they occur.
Required Education, Experience, Licensure, Skills and Abilities:
- A Bachelor’s degree in social services, community development, communications, marketing, public or business administration or an allied field
- Four years of experience in the management of an unpaid staff (volunteer) program, or development of community based resource programs, or direct service delivery including community resource problem-solving for clients for development of social service programs, to include two years of experience supervising paid or unpaid staff.
- A Master’s degree involving major study in one of the above fields may be substituted for one year of the required experience.
- Additional qualifying experience may be substituted, year for year, for education.
NOTE: This position requires a Bachelor’s degree in social services, community development, communications, marketing, public or business administration or an allied field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA), or a foreign equivalent.
Desirable Skills and Abilities:
- Consumer-lived experience receiving public or community-based mental health services
- Basic computer skills
- Certified Peer Specialist
- Experience with inpatient psychiatric hospital setting as a consumer or staff member
- Two years’ experience providing advocacy services for people receiving mental health treatment
- Understanding of and ability to apply Centers for Medicare and Medicaid services (CMS) federal requirements and comply with the Joint Commission (TJC) accreditation standards
- Ability to conduct research and analyze policies, laws, rules or regulations
- Have a demonstrated excellence in management, policy development, facilitation, mediation, negotiation, conflict resolution, and community relations
- Ability to advise and assist new and current hospital patients in understanding their rights and responsibilities with federal, department and ESH policies and procedures
- Have knowledge of investigating, coordinating, mitigating, and/or resolving consumer/patients complaints/grievances
- Promoting a Recovery Model
Special Requirements and/or Conditions of Employment:
- Comply with ESH’s health screening requirements by undergoing an initial and annual health screening
- Must be eligible to work in a facility receiving Medicare funds
- Dress appropriately for the work to be performed
- Must be able to travel to attend National and Statewide training as assigned
- Must be able to have flexible scheduled to meet hospital needs for position
Under the DSHS Emergency Operations Plan, the incumbent may be required to perform the following during a recognized emergency: Report for duty on short notice for a specified timeframe, report for duty outside of normally scheduled work hours for workdays, report to a duty station that is different from the official duty station, perform work tasks outside the normal scope of duties reflected in this PDF. During a recognized emergency, the duties may be different from normal duties, and will be temporary in nature, lasting only as long as necessary to resume normal operations.
SPECIAL NOTE: Attention to detail is important to the successful completion of your application for this position.
Carefully review your application before submitting.
You may NOT reapply to this position for 30 days.
Please note that initial screening will be solely based on the contents and completeness of your application in NeoGov. In order to be considered for this position you MUST apply online and complete the entire Application. A resume mailed, emailed, attached or embedded within the application will not substitute for the NeoGov application.
The information in your Application must support your selected answers in the application questions. Answers may be verified and documentation may be required. Responses not supported in your application will disqualify you for consideration of employment from this requisition. A thorough reference check will be conducted for final applicants.
Please provide at least three (3) employment references, to include current or last known supervisor.
The Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process of this job announcement in an alternative format may contact the recruiter at (509) 363-4722. Applicants who are deaf or hard of hearing may call through the Washington Relay Serviced by dialing 7-1-1 or 1 (800) 833-6388.
If you have questions regarding the position, please call DeAnna Cunha at (509) 565-4373.
Should you have questions about completing the online application, BEFORE you submit your application, please contact Laurie Walker at (509) 565-4328 or Laurie.Walker@dshs.wa.gov.
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