Job description

The Statewide Ombudsman is responsible for providing contract-wide services to protect the health, safety, welfare and rights of inmates. This position is charged with receiving, investigating, and attempting to resolve complaints from the Department, inmates housed in DPSCS facilities, family members and others. Reports to Statewide Director of Nursing and works with the Statewide Director of CQI. Interrelates and works effectively with all disciplines, security staff at all levels and administrative support staff (e.g., laboratory, pharmacy, etc.).

• Ensures the investigation of complaints made by inmates through the Administrative Remedy Process (ARP) and by any other person of Interest regarding any aspect of the medical health services contract.
• Upon receipt of grievance from Administrative Remedy Coordinator (ARC), maintainspecific logs to ensure compliance.
• Reviews grievances in a timely manner and follow proper protocol designed to handle all grievances.
• Ensures that grievance is forwarded to the appropriate point of contact (Administrator, DON, ADON) at the specific site for further investigation and completion.
• Log all grievances as "Received" upon return from the appropriate site.
• Returns grievance with response to the Administrative Remedy Coordinator.
• Maintains a spreadsheet log of all incoming grievances and outgoing responses.
• Ensures that all necessary forms and supporting documents are attached to the grievance response and are investigated and documented.
• Handle all e-mail and/or phone call complaints regarding medical servicesfrom inmate family members.
• Type, log and inform sites of complaints from the "Complaint Line".
• Forward family complaints to appropriate medical management team for investigation.
• Ensure that all grievances/complaints investigated by medical managementare logged as a "Closed case", upon return.
• Ensure prompt return of grievance response to DPSCS.
• Formulate a monthly report of grievances and responses and submit to Statewide Contract Manager, Statewide Director Nursing and CQI Director.

Experience & Requirements

• Graduate of an accredited school of nursing with current licensure as a Licensed Practical Nurse (LPN) or Registered Nurse (RN) preferred.
• Healthcare knowledge or equivalent experience in a health care setting.
• Demonstrated ability interviewing and reports writing.
• Current CPR Certification.
• Experience in customer/client relations is highly desirable.
• Strong interpersonal and verbal and communication skills.
• Must possess critical thinking skills and ability to independently solve problems.
• General math and analytical skills, and planning, administrative and organizational skills essential.
• Must be a committed self-starter, possess excellent editing skills, have the ability to multi-task and prioritize.
• Must be a highly organized and detail-oriented individual who is capable of performing under a variety of requirements and deadlines with minimal supervision.
• Ability to work in a stressful environment.

A background check, security clearance and drug screening are required for this role.

YesCare is an Equal Opportunity/Affirmative Action Employer. In compliance with federal and state employment opportunity laws, qualified applicants are considered for all positions without regard to race, gender, national origin, religion, age, sexual orientation, disability, Vietnam era veteran, or disabled Veteran status. EOE including Disability/Protected Veterans.

Job Types: Full-time, Part-time

Pay: From $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Compliance management: 1 year (Preferred)

License/Certification:

• RN License (Preferred)
• LPN (Preferred)

Work Location: In person

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