Senior Care Support Clinical Advocate

Overview

Position Highlights:

• Full-Time, Monday- Friday, 40 hours per week
• Primary Location: Downers Grove, IL.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Responsibilities

This role will be responsible for coordinating patient feedback received through various channels of communication and appropriately responding to clinical concerns. This role will be responsible for gathering, addressing and communicating this feedback in a timely and accurate manner. This role will be responsible for interpreting, analyzing and investigating feedback for appropriate documentation and to make recommendations to stakeholders to improve the level of patient care. This role will be responsible for tracking, trending, and project management for escalated concerns across the organization and will advocate within care committees for review and resolution of material.

MAJOR RESPONSIBILITIES

Serves as the clinical liaison and advocate for patients, family and/or guests to address needs and remove obstacles to help humans flourish (40%)

• Address feedback/concerns/complaints received through multiple communication mediums. Serves as an organizational representative while handling feedback received by senior leadership teams
• Interviews patient, family and/or guests using keen listening skills and an empathetic demeanor. Effectively apply de-escalation techniques while representing the organization in a positive and professional manner
• Utilizes the tools provided to accurately and effectively document information. Communicates to the appropriate parties for resolution
• Manages the resolution process in a timely manner, with appropriate follow up and accurate documentation while partnering with key leadership
• Acts as a resource within the department to provide comprehensive quality of care improvements. Available to address all clinical related issues received into the department, while providing timely communication and resolution to the patient, family and/or guest
• Follows up on clinical patient care concerns to ensure a clinically safe resolution

Collaborates with Internal and external departments (40%)

• Serves as a resource and support for physicians and staff in establishing an environment of proactive and safe service recovery efforts involving clinical related issues
• Collaborates between clinical offices to provide safe/sound clinical advice and prompt resolution to the patient, family and/or guest
• Actively leads and engages in department team meetings to develop best practices, sharing of ideas and providing content for the resource library
• Acts as a resource within the department to provide support and case management advice for all patient related feedback and case resolution. Encourages team to utilize department and company resources
• Partners with Risk Management, Legal, Compliance and organizational management to promote process improvement activities while reducing liability. Ensures regulatory requirements around complaint processing and resolution are met
• Communicates with professional integrity within the organization to create a cohesive Care Support Advocacy team
• Analyzes complaints, identifies trends on cases and presents findings to leadership and clinical teams while addressing clinical concerns, organizational opportunities, process improvements and the establishment of increased safety protocols in order to enhance patient satisfaction.

Quality of Care case review (20%)

• Appropriately utilizes and manages RL6 by documenting and maintaining current files, closing completed cases and using reports to analyze current trends.
• Prepares cases to be addressed with the committee while ensuring the patient, family and/or guest story is accurately represented, all investigation into the issue is complete and all organizational feedback is obtained
• Presents cases to committee and leadership in a professional manner, without personal bias.
• Actively participates in the decision making process by providing insight and references from past cases to determine current case resolution
• Documents committee resolution and follows protocol to close the case
• Communicates committee decisions and process improvements to appropriate departments
• Provides written feedback to the patient for resolution communication.

Qualifications

Must be a licensed RN with 3-5 years of experience.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA)

• Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks
• Ability to solve complex problems
• Ability to utilize various computer software packages
• Ability to work independently and exercise judgment in order to be able to analyze and investigate a variety of questions or problems
• Ability to analyze and develop guidelines, procedures, and systems
• Skilled at all applications within the Microsoft Office suite
• Ability to interact effectively with patients, families, physicians, and staff

The compensation for this role includes a base pay range of $32/hour -$49/hour, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.