Manager Patient Advocate - MMTP Administration - Full Time/Days

Under the supervision of the Assistant Director, the Patient Services Manager shall oversee patient advisory groups and activities through out the program.  The Patient Services Manager shall manage all patient grievances in compliance with regulatory and accreditation standards. In addition, the Patient Services Manager will assist in assuring understanding of treatment issues among patients, staff, external services and the public, as needed. Is cognizant of the philosophy, standards, objectives and policies of the Department and the Hospital Center.

• Demonstrates the ability to perform clinical/technical/service/administrative tasks: 

• Develop, coordinate and oversee patient advisory groups and activities in all 18 clinics.

• Represent the patients perspective in policy development, especially with respect to regulatory and accreditation requirements.

• Supervise all Patient Advocacy Committee (PAC) meetings and activities.

• Manage all patient grievance matters in compliance with Federal, State, accreditation and licensing agreements.

• Train staff on ethical practices, patient rights and patients’ perspective (customer service). 

• Participate in local, state and federal patient advocacy task forces and consortiums to cultivate linkage agreement, and assist the program in developing additional support networks for patients.

• Oversee the distribution, collection and management of results of the patient satisfaction surveys.

• Develop and oversee patient peer support groups.

• Ensure all patient advocacy targets of funding agencies are met.

• Participate on the Quality Assurance Committee.  

• Responsible for patient education and training

• Modifies approaches based on patient age-specific needs and responses to treatment

• Provides care for patients based on age-specific needs.

• Uses communication techniques which are age appropriate.

• Participates in the department’s performance improvement activities.

• Maintains patient/employee confidentiality in the management of information.

• Observes the Health Care System’s compliance policies.

• Represents BIMC-MMTP on patient advisory committees of funding agencies.

• Participates in the development of other staff members.

• Meets regulatory, licensure and annual health assessment requirements.

• Identifies learning strengths and needs

• Utilizes learning resources.

• Organizes and executes training events and programs for patients and staff in conjunction with other staff.

• Assists staff and patients in keeping current on substance abuse issues and trends:

• Demonstrates the ability to communicate effectively and clearly both verbally and in writing.

• Develop and implement peer training modules.

• Demonstrates a professional, courteous, and respectful attitude in dealing with patients, families and significant others.

• Displays courtesy, tact and patience during interactions with all members of the hospital staff and extended community.

• May be required to perform other duties as assigned or perform other duties when necessary.

Bachelor’s degree or relevant life experience.

Verbal and written communication skills appropriate for audiences of varying educational backgrounds. Extensive knowledge of substance abuse and treatment issues. Problem resolution skills.