Job Description

Patient Safety Liaison - Full Time

Shift: 8:00am - 4:30pm

PATIENT POPULATION:
The patient population served can be all patients including geriatric, adult, adolescent, pediatric, and newborn. This also includes services which affect facility staff, physicians, visitors, vendors and the general public.

Under the general direction of the Risk and Patient Safety Manager, the Patient Safety Liaison is responsible for daily rounding and responding to patient issues and concerns by facilitating open dialogue with patients, family members, and any other personnel involved in the patient's care -- with the ultimate goal of identifying a solution that is in the best interest of patients, staff, and family. These individuals employ both proactive and reactive strategies to ensure patient care and services are of the highest quality. Coordinates and leads patient/family councils. Coordinates patient/family grievances in collaboration with the Risk Department.

Must be able to work normal/scheduled working hours to include Holidays, call-backs, weeknights, weekends, and on-call. Agrees to participate, as directed, in emergencies and community disasters during scheduled and unscheduled hours. As a designated disaster service worker you are required to assist in times of need pursuant to the California Emergency Services Act.
(Gov’t. Code §§ 3100, 3102)

Needs to recognize that they have an affirmative duty and responsibility for reporting perceived misconduct, including actual or potential violations of laws, regulations, policies, procedures, or this organization’s standards/code of conduct.

The employee shall work well under pressure, meet multiple and sometimes competing deadlines; and the incumbent shall at all times demonstrate a cooperative behavior with colleagues and supervisors.

EDUCATION/TRAINING/EXPERIENCE:
To perform this job successfully, an individual must have a Bachelor's degree with an emphasis in healthcare, communications, or social work or obtain within 18 months of hire date. Must have at least two (2) years of experience in a healthcare related environment. Must be bilingual (English/Spanish).

LICENSURE/CERTIFICATIONS:
N/A

Responsibilities and Essential Functions:
*Indicates Essential Function

1 * Responsible for daily rounding on patients and staff in nursing units, ED, Flex Care, and other areas assigned.
2 * Coordinates and carries out a process for swiftly responding to patient concerns regarding care delivery and related processes or services.
3 * Represents and coordinates patients with complaints and inquiries to medical staff or other staff members when appropriate, and follow up to ensure conflict resolution and patient satisfaction.
4 Facilitates communication between patients and various key parties (e.g., family members, medical and administrative staff, regulatory bodies, chaplains, etc.) to resolve conflicts and issues in a way that benefits everyone involved. Coordinates patient/family grievances in collaboration with Risk Management.
5 Coordinates and leads patient/family councils. Information and data used to inspire the care experience process.
6 Builds a relationship with patients based on trust and confidence by ensuring patient complaints remain confidential.
7 Informs the Risk department of any unresolved complaints that could potentially result in legal action.
8 Provides guidance to managers and medical staff who foresee an issue arising, suggests strategies for resolving potential conflicts before they arise.
9 Identifies customer service areas/functions in need of improvement (e.g., billing statements, registration processes, etc.), and develops a plan for working with key stakeholders within Sierra View Medical Center and community to determine the best approach.
10 Consistently represents the values, standards, and mission of Sierra View Medical Center both on campus and through active involvement in the community.
11 Coordinates and facilitates the Complaints and Grievance process through the on-line reporting platform, with oversight from the Risk and Patient Safety Manager. Ensure elements of the program are compliant with CMS guidelines, including preparing and sending letters in a timely manner to those with formal grievances.
12 Be in attendance on site and arrive to work on time.