COURT LIAISON

River Vista Behavioral Health sits along the bluffs overlooking the San Joaquin River, this brand new, 128-bed facility, will provide high-quality and advanced behavioral health services to residents and visitors in the Central Valley. The new hospital will employ more than 250 people, including clinicians, nurses, mental health technicians, support staff and administration. We are currently seeking a forward thinking and compassionate Court Liaison/Patient Advocate. The Court Liaison/Patient Advocate investigates, resolves, and reports grievances to leadership and staff. The Court Liaison/Patient Advocate will assist in gathering, processing, and entering data, as well as creating and maintaining records and reports. The Court Liaison/Patient Advocate will also assist in the implementation of special projects designed to improve quality and/or compliance with various regulatory agencies. The Court Liaison/Patient Advocate will be available to address patient/family complaints and act as a liaison between the complainant and hospital administration/staff.

Education: Bachelor’s degree related to behavioral health Experience: Minimum of three (3) years of behavioral health experience required. Additional Requirements: CPR certification and successful completion of Crisis Prevention Intervention (CPI) training. CPI Training may be obtained during new hire orientation.

STANDARDS OF PERFORMANCE PRIMARY CRITERIA/RESPONSIBILITIES: Demonstrates effective management of assaultive behavior: use of seclusion and/or time-out, and the use and application of restraints. Demonstrates competence in HWC skills including Personal Defense Releases, Blocks, Restraint Techniques, and Escort Techniques. Demonstrates competence in Verbal De-Escalation skills. Ensures Patients Rights and Confidentiality are maintained. Meets with patients and / or family members regarding complaints and works toward resolution for all parties involved. Maintains a record of all patient complaints, investigation of complaints and resolutions. Documents in the medical record interactions with patients. Meets with the patient and / or family member making the complaint no more than three (3) working days after said grievance is received, whether verbally and /or in writing. Reviews the patient’s / family’s grievance, the patient’s medical record, and speaks with all involved. Analyzes the nature of the patient and / or family concerns to determine appropriate action to be taken, in any, including but not limited to recommended changes in the Program and / or procedures. Resolution of the grievance / complaint is completed within five (5) days of receipt of the grievance/ complaint. Investigate, resolve, document and report organization-specific patient and visitor complaints and concerns to leadership and staff. Collaborate with departmental leaders in to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient. Actively participate in the development and implementation of customer service and patient relations initiatives related to the facility’s mission and goals. SERVICE EXCELLENCE CRITERIA: Treats everyone as a guest. Makes a positive first impression and continues that positive impression through ongoing efforts. Anticipates the needs and expectations of all people encountered Displays service recovery skills; is responsible for resolving dissatisfaction without assigning blame Demonstrates professionalism and excellence in all things. Demonstrates professionalism in look, what to do, and what to say Holds self accountable – Is a positive role model Delivers excellence that goes beyond departmental and individual job responsibility Practices teamwork Participates in decision-making and process improvement, regardless of level in the organization Communicates effectively within and beyond assigned team Focuses on the problem or issue, not the person