• Program Implementation: Implements the healthcare ombudsman/mediator (HCOM) program.
• Establishes annual work plan and performance metrics to demonstrate program effectiveness, including but not limited to: patient and provider satisfaction, cost savings, cost avoidance in lawsuits averted, increased productivity, savings in management time, increased personnel resources and the promotion of patient safety initiatives.
• Develops and implements an on-going communications program, including informational materials for patients and family, staff training and awareness building and materials for external audiences.
• Patient/Provider/Staff Ombudsman/ Mediator Process: Serves as a dispute resolution practitioner whose major function is to provide confidential and informal assistance to patients and providers in resolving patient care issues, which includes the following.
• Receives inquiries for dispute resolution, listens impartially and questions the patient/staff to help put the problem into perspective. Conducts informal fact-finding and gathers information, including any general background information that may be helpful to understand the overall context of the dispute and assesses the overall gravity of the situation, and meets with the parties to discuss issues. Based on an analysis of the situation, recommends options to assist the parties in the resolution of their dispute.
• Serves as an impartial and independent third party for clients, focusing upon patient care issues Facilitates contact with other appropriate local/regional departments as necessary (e.g. Legal or Member Services).
• Collaboration and Problem Solving: Develops collaborative relationships within the Medical Center and Regional departments to provide and facilitate a fair, open and creative atmosphere.
• Provides feedback to senior management by tracking and analyzing types of patient and provider concerns, and in collaboration with appropriate stakeholder groups. Identifies opportunities for improvement to policies and practices which contribute to systemic conflicts, concerns and complaints.
• Provides internal consulting services to providers on communication and dispute resolution strategies, designed to improve individual and organizational effectiveness.
• Analysis and Reporting: Maintains data set to support the evaluation of the effectiveness of the program. Analyzes aggregate data/information from HCOM case experience concerning patterns of complaints. Identifies and informs upper management of patterns and trends affecting patient care.
• Knowledge Management: Actively participates within the KP patient safety/risk management community, by sharing successful practices and disseminating learning’s (in collaboration with Regional and National Risk Management functions).
• Establishes and maintains external network of Ombudsman professionals to foster on-going program improvement and ‘up-to-date’ information.
• Kaiser Permanente conducts compensation reviews of positions on a routine basis. At any time, Kaiser Permanente reserves the right to reevaluate and change job descriptions, or to change such positions from salaried to hourly pay status. Such changes are generally implemented only after notice is given to affected employees.
• Minimum ten (10) years of experience in clinical or management roles required.
• Bachelor’s degree required.
License, Certification, Registration
• Evidence of having taken and passed a 40 or more hour Ombudsman training course or equivalent experience (usually 100+ cases) or take and pass a 40-hour or more Ombudsman training course within the first 90 days of employment.
• Evidence of having taken and passed a 40-hour or more Mediation course or equivalent experience (usually 100+ cases) or take and pass a 40 or more hour Mediation training course within the first 90 days of employment.
• Demonstrate ability to work with difficult situations with multiple interests/parties involved.
• Demonstrate analytical/data management skills.
• Demonstrate program development expertise (strategic direction, work planning, communications, implementation).
• Demonstrate excellent written and presentation communication skills.
• Demonstrate expertise in interpersonal skills, including active listening and relationship/trust/consensus building.
• Flexibility to travel to various KP and/or contracted facilities within the coverage area, as applicable, to conduct HCOM responsibilities.
• Flexibility to travel to various locations across the program for training, advanced training, workshops, and presentations.
• Must be able to work in a Labor/Management Partnership environment.
• Experience in a health plan or multifaceted health care system preferred.
• Master’s degree in business, health care, public administration or related field preferred.
• Knowledge of KP preferred.
: California-San Leandro-San Leandro Medical Center 2500 Merced St.
Scheduled Hours (1-40): 40 Shift: Day Working Days: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 4:30 PM
: Regular Employee Group (Union Affiliation): Salaried, Non-Union, Exempt
: Individual Contributor
: Healthcare / Hospital Operations Public Department Name: Administration
: Yes, 10 % of the Time Job Eligible for Benefits: Yes