Risk Manager/Patient Advocate
- Quality Services Full Time/ 40 Hours per week Salary Salary depends on education and relevant experience.
Hiring Department Quality and Risk Location This position is located at the UT Tyler Health Science Center campus. Required Application Materials A single PDF or Word document containing a resume, letter of interest, and a list of the names and contact information for three (3) professional references is required to apply.
Important Instructions:
When prompted to upload your "resume", upload your combined documents as one file. Please do not upload documents to "Cover Letter" or "References". If the required application materials were not uploaded at the "resume" prompt, please withdraw your application, and re-apply to upload your combined documents as one file. Job Summary This position maintains patient rights by educating patients; responding to patient and patient family complaints; resolving patient issues; reporting unresolved issues. Works collaboratively with all disciplines, specialty care, community care, shared clinical services, and clinically integrated networks. Works collaboratively with clinical and system leaders to support comprehensive development, planning and implementation of
Mission Zero:
Our Culture of Safety and the measurement of care, identifying opportunities and executing on strategies for performance improvement in the following area: Outcomes
- highly reliable processes, delivering exceptional outcomes and / or optimal health Safety
- Deliver the safest care to patients driven through leadership and a culture of high reliability, high value, high performance Experience of Care
- relationship-centered care grounded in empathy, dignity, respect and collaboration This position drives organizational performance that is built on relationships, a shared vision of excellence in and environment of achievement and local accountability.
This is role will have key organizational relationships across UTHCT. The position will participate in key committees across the system to drive culture and results Major Responsibilities/Duties/Critical Tasks Supports the delivery of education programs to all employees, including orientation of employees, which involve all components of clinical risk management, risk assessment, risk identification, reporting and risk avoidance, to address the risk management process and regulatory guidelines. Performs in depth analysis of reported incidents and claims to identify causation, mitigation and improvement opportunities. Communicates relevant clinical risk management findings to the appropriate leadership team members. Responsible for managing, tracking, trending, and analyzing the frequency and causation of general categories and types of incidents and accidents. Assists with managing and analyzing risk management data including management of online incident report system and tracking incidents to closure. Audits medical records and monitors performance measures for risk management sentinel events, report events and trends. Assists with FMEA, gap analysis, and incident trend analysis. Collaborates with the Ardent Risk team to report Potential Compensation Events (PCEs), Claims and Lawsuits to the Third Party Administrators or Corporate for future handling. Collaborates with the Ardent Risk Team to complete hospital insurance applications and maintains insurance schedules. Provides assistance to departments in complying with accrediting agencies regarding risk. Complete medwatch reports to the FDA involving adverse events. Complies with statutory risk management reporting requirements. Recommends appropriate revisions to new or existing policies and procedures to reduce the frequency of future occurrences, recommends ways to minimize risks through system changes, reviews and revises facilities policies as appropriate to main adherence to current standards and requirements. Participates in committees related to patient safety, as assigned. Supports the highly reliable execution of evidence practices in improving patient experience. Presents the hospital's patient rights philosophy to patients by visiting with them; introducing them to the patient right's brochure; confirming their understanding of who to contact with questions or concerns. Prevents complaints by counseling with supervisors and managers who see a problem developing; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints. Ensure CMS guidelines and best practices are followed while investigating, documenting, and following up with patient and family complaints Documents complaints by listening to patient and patient family complaints; documenting details; determining what resolution is sought. Work closely with local leadership to ensure the voice of the patient is at the forefront of clinical process improvement through supporting Patient and Family Advisory Councils. Provide support to caregivers who have been identified as the second victim in harm events in conjunction with Clinical Risk Management. Resolves complaints by listening to patients and their families; directing them to a physician or supervisor; helping them present facts to the hospital representative; developing acceptable resolutions; following-up on outcomes. Alerts legal department and administrator by documenting unresolved complaints and potential legal actions. Track and trend complaints to identify pattern areas or gaps in care and provide recommendations to Safety, Quality, and Experience of Care for process improvements. Maintains patient and family confidence by keeping complaint information confidential. Improves quality results by studying, evaluating, and re-designing patient complaint processes; implementing changes. Liaison with Clinical Risk Management, Legal and Patient Accounts to support the legal process and manage billing adjustments. Identifying and responding to clinical concerns resulting in complaints and/or Grievances that impact the patient experience across the continuum of care. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. o Educate and support managers in methods for service recovery. Serve as an organization-wide consultant and educator to assist clinical and administrative leaders in keeping the Experience agenda at the forefront of the organization. Monitor, analyze, and report patient experience outcomes for clinicians, caregivers, and operations serving as the Root User for Press Ganey for the Tyler Campus Bring standardized approach to performance improvement to frontline caregivers to support timely achievement of goals and development of action plans that improve the patient's perceptions of our care. Emphasize a caring, compassionate service orientation to concerns encompassing an effective Complaint and Grievance function ensuring rapid resolution and system learning. Capture patient stories that illustrate the patient journey throughout UTHCT Provide the leadership necessary to achieve a satisfied and competent employee work environment through establishing a climate for growth and challenge with timely performance appraisals and developing and mentoring of management and staff. Other duties as assigned Required Education/Experience Bachelor's degree in related field. BSN is preferred. Three (3) years of related experience required. One (1) year of healthcare risk management experience required. Experience prioritizing, conducting, and documenting investigations is required. Experience with change management with the ability to provide leadership in the adaptation and implementation of new processes and /or technology that enhance Quality is required. May accept a combination of education and experience. Required Certifications/Licenses Texas Nursing License preferred. Accompanying Knowledge, Skills, Abilities and Competencies Effective verbal, written and interpersonal communication skills. About The University of Texas at Tyler and UT Tyler Health Science Center The University of Texas at Tyler is part of the prestigious University of Texas System that includes 14 institutions located throughout the state. Founded in 1971, UT Tyler today enrolls 10,000 students and consists of six colleges. Designated as an R2 research institution by the Carnegie Classification of Institutions of Higher Education, UT Tyler supports our surrounding region through innovation intended to uplift communities, spearhead sustainability initiatives, preserve ecosystems and support entrepreneurship. UT Tyler has the highest Carnegie classification in East Texas. Providing exceptional patient care, comprehensive education and innovative research, The University of Texas at Tyler Health Science Center and UT Health East Texas combine to serve as the university medical center for Northeast Texas and beyond. For more information, please visit https://www.uttyler.edu/about . Additional Information The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length. This position is security-sensitive and subject to Texas Education Code Section 51.215, which authorizes the employer to obtain criminal history record information. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire. For more information regarding benefits offered by UT Tyler, please visit https://www.uttyler.edu/offices/human-resources/employees/benefits . Clinical Position Requirements Clinical positions may be required to complete a pre-employment health screening, following a contingent job offer, to determine whether they possess the physical capabilities needed to safely fulfill the specific demands of the position. Additionally, clinical positions require compliance with the University's Vaccine Preventable Disease Policy. EEO Statement The University of Texas at Tyler is an Equal Employment Opportunity Employer. To apply, visit https://zahr-prd-candidate-ada.utshare.utsystem.edu/psp/ZAHRPRDADA/EMPLOYEE/UTZ_CG/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=23&JobOpeningId=15409&PostingSeq=1 jeid-98fd88fe36a3134c9a4f355a6affbdce
