This position will remain open until a successful candidate has been identified.
UCSD Layoff from Career Appointment: Apply by 10/18/2017 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
The Patient Advocate works to optimize the experience of patients/families who receive care from UCSD Health System. Represents the leadership of the Moore's Cancer Center and UCSD Health System when conducting regular proactive rounds in ambulatory care areas. Uses in-depth knowledge of the Health System, with a comprehensive focus on the outpatient and inpatient needs of cancer patients and cancer service lines. Collaborates with Moore's Cancer Center clinicians, staff and Patient Advocates in La Jolla and Hillcrest to effectively support care teams and patients undergoing treatment in various settings of our health system. Actively seeks to orient patients and their caregivers to available support services at MCC including food services, transportation between MCC and Thornton Hospital, the pharmacy, the MCC Resource Room, classes, support groups, and other services as appropriate. Promotes an environment that focuses on the needs of the patients through fostering good communication.
Responsible for accurately identifying patient grievances and adhering to Medical Center Policies regarding appropriate documentation and follow up. Track data and information about complaints and compliments to use for making recommendations to improve services and systems for the benefit of patients and their health care team. Listens with empathy and caring, then documents, researches, problems solves and advocates, ensuring that patients are assured that their concerns are taken seriously. In addition, the Patient Advocate collects and analyzes quantitative and qualitative data on patient feedback which s/he then uses to proactively implement quality improvement projects. When handling volatile, sensitive or politically charged situations, the Patient Advocate exercises judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved. Interfaces and collaborates with Administrators, Directors, Chairs, Chiefs, Faculty, Residents, Staff, and Volunteers to clearly identify causes of complex situations which may include clinical quality, access, scheduling, billing, interdisciplinary communication, and other forms of delivery of services.
The Patient Advocate then utilizes excellent written and oral communication skills as well as family meeting facilitation skills to ensure that patients/families and clinics are provided with the best possible resolution. Develops and implements educational materials, presentations, and training sessions for staff as needed including relevant articles, tips for staff via newsletters, the intranet, or other training venues. When necessary, the Patient Advocate assists clinical managers and physicians in developing patient behavioral contracts or in dismissals from a clinical practice (in conjunction with the Risk Management Department). Understands and interprets medical documentation and to discuss medical care with physicians, nurses and other health care professionals in order to further the plan of care or coordinate quality of care reviews is essential. Performs related duties as needed to support the operations of the Moores Cancer Center across the cancer care continuum and UCSD Health System.
- Bachelor’s degree in a relevant field or equivalent combination of education and experience.
- Three to five (3-5) years of patient advocacy experience in a healthcare setting; emphasis on cancer patients preferred.
- Experience must include resolving patient conflicts, knowledge of data analysis, and development/implementation of customer service/patient experience training.
- Knowledgeable of laws and regulations involving patient rights and responsibilities, Center of Medicaid Conditions of Participation, California Department of Public Health, Joint Commission standards, managed care grievance regulations, HIPAA, Americans with Disabilities Act, and other relevant regulations.
- Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook essential.
- Must have excellent organizational skills, and exhibit flexibility and ability to prioritize multiple tasks during the course of a day.
- Demonstrates self-direction and time management skills.
- Must show positive interaction with peers and patients, and enjoy being part of a team environment.
- Must be able to effectively communicate with a diverse population of patients from all socio-economic statuses, ethnicities and backgrounds, as well as clinicians, staff and senior leadership and faculty.
- Professional presence reflecting exceptional customer and personalized service; cultural sensitivity and ability to comply with international etiquette.
- Highly self-motivated, persistent and dependable; ability to multi-task.
- Excellent attention to detail, follow-through, and accuracy of information; exceptional communication skills and ability to display a commitment to an extremely high level of patient satisfaction.
- Ability to solve problems; anticipate and manage patient expectations.
- Ability to present problems and solutions effectively to patients, faculty and clinical support staff.
- Must be able to perform increasingly challenging administrative tasks within a complex organization with minimal supervision.
- Ability to exercise good judgment to identify and handle sensitive and confidential issues and assignments with discretion.
- Excellent communication skills, both verbally and in writing essential.
- Must be extremely well organized.
- Ability to maintain strict confidentiality in accordance to HIPAA.
- Master’s degree.
- Bilingual language abilities in Spanish and other.
- Experience assisting with the development of training and facilitation of training material.
- Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
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