Patient Representative

Serves as liaison between patient and hospital staff while functioning as a patient advocate interfacing with patients, families, staff and hospital administration; assists patients in interpreting hospital policies, procedures and services, and in obtaining solutions to problems and concerns.

• Introduces the service of a Patient Representative, and explains and interprets to patients and family members the philosophy, policies and procedures of the hospital along with the discussion and education of the Patient's Bill of Rights, Including Rights to Pain Management & Safety, Advance Directives.
• Serves as in-house Administrator on Call, intervening in most non-clinical aspects of patient care as required to resolve problems and difficulties.
• Documents each Patient/Family intervention and as appropriate, provides regular reports on patient issues to administration, investigates and directs inquiries to appropriate staff members.
• Actively attends and participates in departmental committee meetings (e.g., Case Management/Social Services, Nursing, Communications, Safety, Child Protection, etc.); arranges, coordinates and serves on Interdisciplinary Patient Care Teams, and all Bio-Ethical committees concerning End of Life issues.
• Maintains records and documents all professional contacts and interviews.
• As appropriate, when State reportable incidents occur, makes sure that the necessary documentation and follow up are carried out by the departments involved and reported to Risk Management.
• Assists in referring patients and families to appropriate services and resources and responds personally when other alternatives are not available.
• When applicable, serves as hospital notary.
• Works with Language Assistance Coordinator to interpreter or provide interpreters when requested.
• Coordinates and documents all administrative aspects of requests for anatomical gifts (New York Organ Donor Network), ensuring that hospital policies are followed and regulatory agency requirements are met.
• Counsels and educates patients and family on patient rights and advance directives; participates in community outreach programs such as health fairs, symposia, lectures and conferences; assists patients in preparing and answering all questions in regard to Advance Directives (HCP’s, DNR, DNI, Living Will, MOLST) in accordance with the Patient Self Determination Act and the Family Health Care Decisions Act.
• Works with all hospital departments and teams (e.g., Department Chairmen, Nursing Administrators, Nurse Case Managers, Social Workers) to ensure continuity of care for patients from admitting to discharge.
• Maintains established department policies, procedures, objectives, performance improvement activities, and safety standards.
• Regularly visits with patients, completing patient representative notes following visits; returns calls from patients and/or families promptly.
• Responds to complaints of patients, visitors and family; investigates them through related hospital departments and administration and reports back to patients and/or family as soon as possible; resolves problems through own action or referral to eligible authority.
• Retrieves and reviews daily SCM reports to ensure that all patients are visited to discuss and educate re: Patient Rights; Advance Directives; Pain Management, Patient Safety and documents same in system.

Education:

Bachelors Degree in communications, social sciences or nursing preferred.

Experience:

Minimum of 5 years experience in hospital field or suitable combination of education and experience preferred.

Skills:

Knowledge of patient care and patient problems.

Good oral and written communications skills.

Good interpersonal skills.

Speaks, reads, and writes English to the extent required by the position; knowledge of a second language preferred.