Registered Nurse ( RN ) Patient Advocate / Texas Health H. E. B

Work location: Texas Health HEB 1600 Hospital Parkway, Bedford, TX

Work hours:  Full Time, 40 hours weekly, Days, Exempt

What You'll Do

Registered Nurse ( RN ) Patient Advocate Highlights:  Responsible for management of hospital’s response to patient complaints and grievances.

Coordinates review of complaints and grievances including researching and evaluation to determine to determine appropriate response based on CMS guidelines and hospital policy. Receives complaints and/or grievances directly from patients or others on the patient's behalf by multiple methods (phone, letters, in person, etc). Oversees referral, investigation, and resolution of complaints/grievances independently and coordinates response by involved departments. Keeps stakeholders informed and involved throughout the investigation and response process.

Responsible for ensuring the entity’s grievance program maintains compliance with the Centers for Medicare and Medicaid Services Conditions of Participation, other regulatory standards and hospital policy. Responds to government or regulatory complaints and responds to agencies as needed. Facilitates required grievance committee as well as prepare annual reporting as outlined in the CMS Conditions of Participation. ensures appropriate follow-up is completed and that complaints and grievances are resolved within the outlined required time frames to keep the hospital in compliance within regulatory federal and state agencies.

Produces written correspondence in the format of typed, formal letters to the patient or others on the patient’s behalf to communicate the hospital’s investigation and the outcomes of the investigation.
Documents 100% of complaints and grievances received. Provides data for centralized database of patient complaints/grievances and assists with reporting of patient satisfaction/patient complaints as requested.

Participates in Patient Safety and Risk Management Operations by identifying potential liability in complaints received. Identify and communicate potential liability concerns through the THR Claims management process. If a potentially compensable event is identified from a complaint, complete a new case review summary.

What You Need

Associate's Degree in Nursing ( ADN )  is required.
Bachelor's Degree Nursing ( BSN ) is preferred.

Experience
Three (3) years of acute care hospital nursing experience is required.

Demonstrated ability to implement service excellence and service recovery principles and skills is essential to success in this role.

Demonstrated ability to communicate with empathy and compassion.

Clearly demonstrated ability to prioritize and orchestrate effective, efficient and dedicated working behaviors in a dynamic, high-pressure environment while managing multiple projects and tasks.

High level of proficiency with Microsoft Office applications including Word, Excel, PowerPoint and Teams is highly preferred.

Ability to type 40 to 45 words per minute is strongly preferred.

Licenses and Certifications
RN - Registered Nurse licensure is required upon hire.

Skills
Excellent interpersonal and communication skills (written and verbal), strong organizational abilities, strong service orientation, sensitivity to patients’ needs, ability to deal with a variety of healthcare organization/delivery, satisfaction measurement, personalities w/tact & diplomacy, flexibility.  Quantitative skills, expert computer skills including word processing, Survey Monkey, and database software. Presentation facilitation, and training experience, Bilingual preferred