Location Address:2600 Bruce B. Downs Blvd Wesley Chapel, Florida 33544
Top Reasons to Work at AdventHealth Wesley Chapel
From state-of-the-art equipment to the most intricate building details, AdventHealth Wesley Chapel was designed from the ground up to maximize healing, patient care and wellness
Recognized as leader in patient satisfaction and was named Top 100 Hospital in Modern Healthcare Magazine by IBM Watson Health
50,000 sq ft community Health & Wellness Center
Comprehensive women’s health center named Inspiration Place that incorporates female physician specialists, women’s imaging, pelvic floor and female physical therapy and a boutique spa.
Consistently named a Top Workplace in Tampa Bay by the Tampa Bay Times
Opened an offsite 24 bed, 24/7 emergency room in Central Pasco to better serve the emergency health needs of residents in west and central Pasco
Full Time / Days
You will be responsible for:
Under the supervision of the FHWC Risk Manager, this position will:
Maintain the facility grievance and complaint log adhering to AHCA requirements. The Patient Advocate maintains the log to include the date the issue presented, a synopsis of the issue, any actions taken to resolve the issue, and the outcome.
Receives, investigates and resolves complaints and formal grievances while evaluating for actual/potential, safety/liability issues.
Coordinates investigation with appropriate Director/Manager
Maintains confidential documentation of investigation
Documents follow-up and solutions appropriately
Completes appropriate information for claim submission on potential liability cases
Composes appropriate and timely response letters to patients, visitors, and family members, ensuring grammatical accuracy and in accordance with FHWC’s grievance policy.
Reviews physician related grievances with appropriate Medical Staff leaders/committees and assists in required follow up letters and/or chart reviews.
Analyzes monthly grievance data for statistical trends; presents the information at appropriate hospital committee meetings.
Works with staff to resolve specific trends
Coordinates or participates on trend improvement teams
Serves on appropriate committees and participates in the development of a superior Patient Experience environment. This will include education clinical training in orientation and on the units with peer-based rounding.
Educates/coaches staff on quality customer service and the Patient Experience.
Participates, as requested, in regulatory surveys.
Compiles requested data
Gathers requested reports, policies and procedures
Responds to patients' needs, requests and concerns as appropriate; investigates and/or channels complaints or problems to appropriate Hospital staff; assists in resolving conflicts and acts as an intermediary between patients, families and staff. Provide emotional support to patients, families and staff as needed.
Promotes establishment and maintenance of meaningful communications between patients, families and staff; facilitates dialogue between patients, physicians, nurses, administrative managers and ancillary personnel to resolve patient complaints and problems.
Assists in the investigation of patient needs and devises methods to improve the overall effectiveness between patients and the Hospital.
Follow and assist with Patient Safety Organization Process.
Assist with reviewing Risk Masters for appropriate follow up completion.
Conduct chart reviews to retrieve information and timelines for the investigation of events.
What You Will Need:
Registered Nurse FL License
RN with minimum 3 years acute care hospital experience
Non-clinical with minimum 3 years similar work experience
Conflict Resolution/De-escalation training (Preferred)
5 years clinical experience in an acute care hospital (Preferred)
1yr Critical Care experience (Preferred)
The Patient Advocate functions as an advisor, consultant, and advocate for patients, their families, and the hospital. The primary duty of the Patient Advocate is to take an intermediary role and help ensure that the quality of patient care provided by FHWC physicians and staff is satisfactory and issues are resolved in a timely manner. The Patient Advocate transcends departmental lines and interacts with staff at all levels within the organization to serve as a central resource and coordinating link for all patient, family and visitor concerns, complaints, grievances, suggestions and compliments to FHWC.
As a Risk Management Associate, this role will act as the Risk Designee and duties will include receiving and reviewing occurrence reports, determining any immediate action needed / taking measures to initiate follow up, and immediately reporting any potential adverse incidents to the Risk Manager. The designee will ensure that all occurrence reports reach the Risk Management Department within 72 hours of the incident date of occurrence, or date of knowledge of the incident. Follow and assist with Patient Safety Organization Process.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.