At Merrimack Health, we are committed to pay transparency and equity. The base salary range is $28.94- $43.41, excluding fringe benefits and potential bonuses.
Your final base salary will be determined based on your education, experience, licensure, and internal equity considerations. Offers are typically made below the top of the range to support future salary growth.
Job Summary
Responsible for the management of patient complaints and grievances, patient relations, and compliance with accreditation standards related to patient rights, and regulatory agency requirements related to management of patient complaints and grievances for the Center for Behavioral Medicine. Regulatory and accreditation agencies include but are not limited to: The Joint Commission (TJC), Centers for Medicare and Medicaid Services (CMS) Conditions of Participation (COPs), Massachusetts Department of Public Health (DPH), Department of Mental Health (DMH), and Massachusetts Board of Registration in Medicine (BORM) requirements for annual and semi-annual reporting.
Coordinates the management of patient complaints and grievances as well as patient compliments, such as the intake, investigation, resolution, documentation and reporting of each complaint as well as compiling aggregate data on a monthly basis and distributing reports to key stakeholders in a timely manner, working closely and in collaboration with risk management and the electronic event reporting system.
Duties and Responsibilities
In accordance with DMH Regulations 104 CMR 27.1, as the Human Rights Officer will undertake the following responsibilities: (a) To participate in training programs for human rights officers offered by the Department of Mental Health; (b) To inform, train and assist patients in the exercise of their rights; (c) To assist patients in obtaining legal information, advice and representation through appropriate means, including referral to attorneys or legal advocates when appropriate. The Human Rights Officer must not have day-to-day duties that conflict with his or her responsibilities as a human rights officer.
Oversight for both campuses of the human/patient rights program for CBM. Addressing complaints presented by patients regarding their care and treatment. Resolving immediate issues impacting the patients’ rights or comfort while inpatient at CBM. Reviewing all episodes of restraint to assess compliance with standards. Review a copy of each restraint form, including the client comment sheet. Attends staff debriefing, when available, after restraint episodes. Addresses any issues presented by patients as a result of a restraint. Monitors extended use of restraint and seclusion for individual clients and follow through with clinical and/or administrative staff to address any particular concerns. Presents monthly/quarterly restraint and seclusion data to Q&S and other committees as required. Participates in efforts to reduce restraint and seclusion. Provide education and training to staff. Conducts groups for patients on patient rights and legal advocacy. Act as a liaison between staff and the patient to resolve conflict to address any obstacles to treatment. Attends treatment team meetings when necessary.
Education and Related Experience
Bachelor’s Degree in behavioral health or related field. Three years of relevant experience working with behavioral health patients of which, at least, one year was on an inpatient or community program level. Excellent interpersonal skills, excellent written and oral communication skills, and ability to interact successfully with physicians, senior leaders, nurses clinical and non-clinical staff required. Familiarity with de-escalation techniques Ability to work under minimal supervision, ability to adapt quickly to changes within the work environment required. Must be a team player and have proven success applying a team approach and ability to work in conjunction with medical staff and nursing leaders, and staff in a supportive way to troubleshoot and resolve issues. Is able to address difficult situations with tact and diplomacy. Knowledge of healthcare environment and regulatory requirements regarding patient rights and management of patient compliant s and grievances preferred. Must be able to communicate patient and visitor rights and responsibility to patients, family members and staff.Preferred:
Human rights or ombudsman experience a plus. Experience working with DMH regulations and standards preferred.
Merrimack Health is the regional health care provider of the Eastern Merrimack Valley, serving communities across Massachusetts and Southern New Hampshire. Our integrated system includes hospitals in Lawrence, Haverhill, and Methuen, as well as a network of community-based physician practices. We are a recognized leader in heart and stroke care, maternal and child health, orthopedics, surgical services, trauma and emergency care, and outpatient programs. Committed to delivering trusted, compassionate care close to home, Merrimack Health is advancing a unified and patient-centered approach to health care for the region.