The Patient Services Administrator, R.N provides a centralized and consistent patient resource and grievance mechanism to ensure quality patient care and ensure patient’s rights are being recognized while minimizing potential liability to the hospital. Provides an administrative resource to staff, patients, and families. Provides a front line management for Risk Management issues and Sentinel Event process.Responsibilities of the The Patient Services Administrator, R.N:· Acts as a central grievance mechanism in addressing all quality, care and service issues:· Receives all reports of complaints, problems, requests, and compliments regarding the Hospital including the Emergency Department.· Investigates and manages allegations, claims, and problems and recommends solutions.· Consults with appropriate professional, administrative staff when reviewing complaints about staff.· Communicates with appropriate administrative staff to ensure corrective action as indicated.· Communicates with patient, family and staff regarding resolution of grievance.· Represents Office of the President in addressing grievances and responding to communications with patient, family and staff.· When appropriate, writes letter of response for the Office of the PresidentAdvocates on behalf of patient, family, and interested parties to ensure patient rights are upheld.· Collaborates with the Office of Legal Affairs and Risk Management: · Receives initial notification of potential liabilities and assists in-house and other counsel in investigation of potential lawsuits.· Assists in the settlement of cases when necessary.· Assists with proceedings for treatment orders: coordinates responses of involved medical, nursing, social work, staff to ensure accurate and timely information is available to the Court.· Maintains communication with patients, appropriate others regarding Hospital’s position on these matters.· Advises Counsel of possible NYPORTS reportable incidents, and prepares and sends NYPORTS report· Manages ethics consultation in collaboration with Director of Medical Ethics. Documents Hospital’s Medical Ethics decision in patient’s medical records. Guides clinical staff through the process of withdrawal of life support. Makes case presentations to the Ethics CommitteeRequirements:· Bachelor’s Degree· Three to five (3-5) years of direct clinical experiencePreferred:· Bachelor of Science in Nursing (BSN)· Master’s degree in Healthcare related discipline or allied health care profession· If RN, graduate of an approved school of nursing with current registration in New York State (RN)
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