I. Major Responsibilities

1. Maintains a close working relationship with clinical care teams across the organization to identify potential patient complaints before they arise.

2. Proactively rounds on patients/visitors to ensure a successful patient experience.

3. Liaison with patients/visitors to ensure care is consistent with expectations and facilitates resolution of inconsistencies.

4. Coordinates efforts with all necessary areas of the organization (especially: Legal Public Relations/Marketing/Communications Risk Management Regulatory Affairs etc. to resolve complaints and address issues to prevent future complaints.

5. Ensures suggestions and compliments from patients/visitors are submitted to the appropriate areas.

6. Responsible for investigating resolving documenting communicating and reporting patient/visitor compliments and concerns and ensuring regulatory compliance. This includes collaborating with clinicians and drafting letters to patients and insurance carriers.

7. Arranges mediates and facilitates meetings between patients and/or staff to foster satisfactory resolution.

8. Must apply an extensive knowledge of clinical processes/systems and of the potential impact of patient complaints on legal patients rights ethical political public image concerns.

9. Collaborates with UMass Memorial Medical Centers licensed psychiatric units staff to promote respect for the Human Rights of Patients and uphold the Six Fundamental Rights of Patients.

10. Provides education to staff regarding optimal approach to patient complaints.

11. Provides consultation to staff as requested to help address specific situation.

12. In partnership with the manager uses documented data to identify areas of improvement across the organization.

13. Uses data to identify themes and trends; provides leadership with information on areas of opportunity throughout the organization and suggested improvements.

14. Respects diverse views and approaches and contributes in maintaining an environment of professionalism tolerance civility and acceptance toward all employees patients and visitors.

Standard Staffing Level Responsibilities:

1. Complies with established departmental policies procedures and objectives.

2. Attends variety of meetings conferences seminars as required or directed.

3. Demonstrates use of Quality Improvement in daily operations.

4. Complies with all health and safety regulations and requirements.

5. Respects diverse views and approaches demonstrates Standards of Respect and contributes to creating and maintaining an environment of professionalism tolerance civility and acceptance toward all employees patients and visitors.

6. Maintains regular reliable and predictable attendance.

7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:

1. Masters degree in a Healthcare related field.

2. Current Massachusetts Licensed Independent Clinical Social Worker (LICSW) licensure.

Preferred:

1.

Experience/Skills:

Required:

1. Minimum of 3 years clinical experience within their licensed field.

2. Previous experience in a hospital setting.

3. Participation in Human Rights Officer training using training materials offered by the Department of Mental Health.

4. Excellent writing skills to be used in documenting accurate case reports and in writing to patients on behalf of the institution.

5. Excellent communication mediation and facilitation skills.

6. Excellent oral presentation skills to be used in speaking to staff at all levels regarding patient issues.

7. Demonstrated experience with data collection and analysis.

8. Demonstrated ability to handle appropriately: sensitive confidential information.

9. Skillful in interacting with all levels of the institution showing good judgment in mediating patient complaints.

Preferred:

1.

Unless certification licensure or registration is required an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Departmentspecific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office or patient care environment.