Patient Advocate

About City of Hope City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy. Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s leading cancer centers that develops and institutes standards of care for cancer treatment. Position Summary: The Patient Advocate serves as a liaison between patient, patient families and City of Hope Medical Center (COH) leadership, physicians and staff. The Patient Advocate performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances regarding the City of Hope Medical Center. These include multidisciplinary and quality of care complaints concerning all clinical, medical and operational areas. The scope includes: Inpatient (Helford and Main Medical), Outpatient services (Brawerman, Outpatient Surgical Center, Women’s Center and COH Foundation community practice sites). The Patient Advocate supports the COH mission by demonstrating compassion and patient-centered philosophy within the framework of COH policies. Key Responsibilities include: Facilitates resolution of complaints/grievances for patients and/or patient representative/agent across the Enterprise.

Communicates with appropriate COH Enterprise-wide leadership, physician or others as indicated by nature of concern/grievance and is responsible to craft formal grievance letters on behalf of COH.

Documents complaints/grievances as per Advocacy department guidelines.

Coordinates Physician reassignments with sensitivity, maintaining privacy, and following COH Enterprise- wide guidelines.

Collaborates with Physicians requesting a patient discharge from COH. Investigating, coaching, and working with the Medical Group to insure policies and procedures have been followed. Collaborating with the Medical Group to craft coordinated formal letters to advise patients.

Works closely with Risk Manager and Senior Director of QRRM on non-patient and patient issues that occur Enterprise wide by assisting in investigations, communications, and follow up with patients, families, non-patients, and physicians.

Collaborates with COH Social Media Departments to respond to complaints or negative blogs on COH web pages and the internet.

Collaborates with Physicians, Nursing, Clinical Social Workers, Patient Navigators and Pastoral Care to provide support and direction for patients according to need.

Participates in patient/family conferences when indicated.

Participate in Process Improvement activities/projects, participates in weCare service excellence program and COH committees as assigned by Manager, Patient Advocacy.

Resource for information on COH services and policies

Possess strong knowledge of medical terminology, clinical practice, COH policies; as well as The Joint Commission (TJC), Department of Health Services (DHS), Center for Medicare/Medicaid, ADA, HIPPA (Privacy) and other external regulations to ensure compliance.

Demonstrates appropriate sensitivity and judgment in complex situations and collaborates effectively with enterprise leadership, including COO, CMO, CNO, VPs, Physician, department directors, managers and staff.

Works closely with Human Resources on sensitive patients’ complaints regarding employees and physicians.

Promotes a culture of accountability with clear structures and protocol for processing and responding to all types of complaints and grievances

Demonstrates creative problem solving with focus on teamwork and collaboration

Serves across the Enterprise as a primary resource for staff and faculty education related to complaint and grievance processing and ensures the most positive outcome possible which maximizes patient satisfaction, minimizes liability risks and complies with internal and external regulations.

Supports Patient Rights and Responsibilities.

Promotes an environment that encourages ethical practice and concern for the ethical dilemmas, including end-of-life treatment decisions encountered by patients, clinical staff and physicians.

Demonstrates knowledge and sensitivity with respect to diverse values, beliefs and behaviors of patient and employee populations. This includes tailoring interactions to meet the social, cultural and linguistic needs of patients.

Role model for Service Excellence standards and interpersonal communication skills (oral, written and electronic).

Participates in processing weCare and Press Ganey comments, data entry, and notifying involved areas of comments

Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.

Performs other related duties as assigned or requested such as presentations for new employee orientation, Bi- Annual Report, Transparency Board, and other meetings as directed.

Recommend membership in the Beryl Institute and California Patient Relations Association.

Guides the process and crafts patient warning and discharge letters Enterprise wide for physicians and COH.

QualificationsBasic education, experience and skills required for consideration : Bachelor’s Degree in Social Work, Nursing, Health Care Administration, or Allied Health or equivalent experience.

Three years of experience advocating for patients with direct patient contact in a health care setting.

Knowledge and experience of patient satisfaction/service recovery/customer service and patient experience.

Schedule appointments and answer telephones.

Preferred education experience and skills :

Master’s in social work, Health Care Administration, Nursing.

LSCW with the California Board of Behavioral Sciences, or California Registered Nurse license.

Three years of experience advocating for patients with direct patient contact in an acute care setting.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.