Job Summary:

The Patient Ombudsman will ensure that patients are aware of their rights, distributing and explaining the provisions of the Statement of Patients' Rights, and support their interests if there are violations of those principles.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Receives complaints from patients or family members. Explains the Statement of Patient Rights. Listens to complaint and asks if the matter has been discussed with a physician or supervisor. If not, recommends that the patient or family member discuss the matter at that level as a first step. Assists with presenting facts to appropriate hospital representatives.
• Receives reports on unresolved complaints from patients and hospital representatives. Listens to complaints, documents details in writing, and ensures accuracy of written reports. Solicits patients for the resolution they seek and tries to develop an acceptable settlement of the complaint in line with hospital policy and the law.
• Counsels with supervisors and managers who see a problem developing, offering suggestions to resolve the potential complaint at an early stage. Works with supervisors and managers to modify hospital practices that cause repeated complaints.
• Reports unresolved complaints to legal department and hospital director when the situation cannot be resolved amicably.
• Educates department heads and the board of directors about the role of the ombudsman's office and describes how the office can assist managers and employees in averting and resolving patient-related problems.
• Reports statistical results of ombudsman's efforts through presentations at quarterly meetings of the hospital's board of directors.

Required Skills/Abilities:

• Strong empathy for persons with problems; excellent counseling and problem-solving skills.
• Ability to defend families, and a willingness to take firm positions with management when there is resistance to criticism and changes in policy.
• Ability to deal effectively with external parties such as the press, members of the board of directors, labor officials, and public representatives.

Education and Experience:

• Bachelor's degree in sociology, psychology, or related field.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.