Job Description

Position Overview The Lemuel Shattuck Hospital, operated by the Massachusetts Department of Public Health, is seeking an experienced professional to serve as Patient Rights Advocate (260002DS). In this role, you will resolve complaints, conflicts, and issues related to hospital services and the environment of care. You will support both inpatients in medical units and outpatients receiving care in Ambulatory Care Clinics, procedure suites, and surgical services. Schedule Monday‑Friday, 8:00‑16:00 (Weekends off). Full‑time, Day shift. Duties and Responsibilities Serve as a primary point of contact for patients, addressing concerns related to treatment, hospital services, and the environment of care. Collaborate with clinical and non‑clinical staff to foster patient engagement and participation in hospital programs, groups, and councils. Mediate and resolve patient concerns by working with unit and department staff to achieve mutually satisfactory outcomes. Refer patients to appropriate legal advocacy or external agencies as needed while ensuring compliance with regulatory standards. Assist in formal complaint processes, maintaining records and tracking resolution outcomes for reporting and trend analysis. Support investigations and reviews of patient rights violations conducted by external agencies, ensuring compliance with standards and producing relevant documentation. Develop and distribute educational materials related to human and patient rights, ensuring proper posting and accessibility. Provide patient rights training to new and existing staff, updating materials as needed to reflect evolving standards and regulations. Assess the effectiveness of patient advocacy services, gathering feedback from staff and patients to improve hospital‑wide initiatives. Participate in clinical team meetings, ethics committees, and other hospital‑wide groups to advocate for patient needs. Maintain a comprehensive database of patient advocacy activities, including complaints, interventions, and resolutions. Oversee the development and operations of a Patient Advisory Council in accordance with regulatory guidelines. Required Qualifications Strong knowledge of patient rights advocacy, investigative techniques, and interviewing methods. Proficiency in report writing, record‑keeping, and information analysis. Ability to gather and document information through interviews, observations, and record examinations. Expertise in interpreting legal documents and applying relevant laws, regulations, and policies. High level of discretion with confidential information and sensitive patient concerns. Effective communication skills – clear oral and written expression and the ability to provide instructions. Strong problem‑solving and judgment skills to assess data, draw conclusions, and recommend solutions. Ability to establish rapport, navigate diverse interactions, and foster collaborative relationships. Capacity to remain calm in high‑pressure situations and adapt to changing work environments. Self‑motivated and able to work independently while maintaining hospital standards. Preferred Qualifications Strong understanding of relevant laws, regulations, policies, and standards governing unit operations. Familiarity with agency forms, their uses, and proper documentation procedures. Compensation and Benefits Salary range: $75,311.34 – $109,604.04 per year. Benefits include comprehensive health, dental, vision, retirement, paid leave and other program benefits. Equal Employment Opportunity An Equal Opportunity / Affirmerative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status or any other basis covered by applicable law. Additional Information A criminal background check will be completed prior to hiring, and a background and health screening for COVID‑19 and influenza is required. First consideration will be given to applicants who apply within the first 14 days. For questions regarding this requisition, contact: Executive Office of Health and Human Services, Human Resources at 1‑800‑510‑4122 Ext. #4. #J-18808-Ljbffr Commonwealth of Massachusetts

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