WEXFORD - ALABAMA DOC
Acts as an intermediary between Wexford Health and the client to investigate inmate patients’ complaints made through the Administrative Remedy Process (ARP) as well as ensuring compliance with the grievance procedure established by the ADA and complete incident reports. The incumbent listens to grievances, investigates and resolves complaints, educates inmates on their rights, provides confidential consultations, and offers options for conflict resolution. Responds directly to questions, comments, and complaints from inmate patients and family members.
1. Ensure investigation of inmate complaints made through the Administrative Remedy Process (ARP) and by any other person of interest regarding any aspect of the medical health services contract.
2. Upon receipt of grievance, maintain specific logs to ensure compliance.
3. Review grievances in a timely manner and follow proper protocol designed to handle all grievances.
4. Provide a thorough, complete and timely response to complaints and ensure that copies of the response are sent to all of the appropriate internal and external personnel/agency.
5. Ensure compliance with Agency ARP process as well as ADA procedures, if applicable.
6. Ensure that grievance is forwarded to the appropriate point of contact (HSA, DON, ADON) for further investigation and completion.
7. Maintain a spreadsheet log of all incoming grievances and outgoing responses.
8. Ensure that all necessary form and supporting documents are attached to the grievance response.
9. Handle all e-mail and/or phone call complaints, regarding medical services, from inmate family members.
10. Forward family complaints to appropriate medical management team for investigation.
11. Formulate a monthly report of grievances and response and submit to the Health Services Administrator.
12. Comply with HIPAA and PHI regulations. Maintains confidentiality of inmate records.
13. Make suggestions for improving work conditions to the Health Services Administrator.
The duties and responsibilities outlined herein are for payroll purposes only; employees may be assigned other duties as required.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk, to hear and to see, to stand, walk, and sit, use hands to finger, handle or feel objects, instruments or controls, to reach with hands and arms, to stoop or crouch, balance and kneel, may be required to lift and/or move persons, carts, emergency equipment or other objects. Must be able to ambulate throughout the facility for extended periods of time. Specific vision abilities required by this job include close vision and distant vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to clearly communicate orally and via written and typed correspondence and notes using various forms, records, charts, and electronic media.
This position may require rotating assignments operating on a 24 hour a day, 7 days a week schedule where employee is subject to both voluntary and mandatory overtime. Employee may be exposed to a challenging environment, which may include exposure to blood borne and airborne pathogens and loud noises.
Current Licensed Practical Nurse license by the Alabama Board of Nursing (ASBN)
Current CPR certification
Minimum of one (1) year of clinical experience; experience with the special needs and behavior of individuals in forensic and correctional settings preferred.
Graduate from an accredited school of nursing
OTHER PREFERRED KNOWLEDGE, SKILLS AND ABILITIES
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.
Knowledge of medical terminology.
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.
Fundamental knowledge of computers; proficiency in Microsoft Outlook, Word, Power Point, Excel, and Access preferred.
Ability to work in a stressful environment
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