Job
Code: CRMGR - 113 Revision Date: November 10, 2022
Starting
Salary:
$22.60 hourly; $47,006 annually
FLSA: Exempt
Overview
We
are an agency committed to innovative behavioral health services in
trauma-informed care that promote healing and recovery to instill a sense of
empowerment and foster a lifelong sense of resilience.
General Description
The Consumer Safety and Client Rights Officer (CSCRO) reports to the Chief Compliance Officer. The CSCRO is responsible for ensuring quality and safe care, and incident reporting management across all service areas at Emergence Health Network (EHN) and for advocating for the protection and enhancement of the rights of individuals applying for and receiving services from EHN. The quality efforts and person-centered advocacy include but are not limited to services within state and grant-funded programs. This class works independently, under limited supervision, reporting major activities through periodic meetings. This class works under general supervision, independently developing work methods and sequences.
Duties and Responsibilities
The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.
Leads internal chart audit reviews for the prevention and mitigation of neglect, abuse, and exploitation for all state and grant-funded programs; assists in the preparation and resolution of audit findings and liaises with program staff through all stages of the audits. This includes reviewing of charts of individuals served, performing the selection process of appropriate charts to review for internal chart tools, communicating with selected program representatives regarding processes, clarifying questions, deficiencies in documentation, and assisting with scoring and Corrective Action Plan (CAP) requests.
Develops, drives and monitors the complaints and incident reporting process involving abuse, neglect, and exploitation in collaboration with other departments to facilitate the achievement of center-wide safety goals fostering service excellence, quality and compliance.
Provides expertise and guidance in interpreting policies, and regulatory and/or governmental regulations, i.e., the Texas Administrative Code (TAC) and/or utilization management (UM) guidelines rules and regulations or contractual requirements to assure compliance.
Stays informed on changes to rules and regulations or announcements and recommends changes to existing audit tools or processes for updates.
Assists in the development of trend analysis for internal reporting purposes and to inform the Quality Management Workplan.
Serves as the main point of contact for Texas Department of Family and Planning Services (DFPS), state regulatory agencies such as the Ombudsman to the Texas Health and Human Services Commission (HHSC), and the Patient Rights and Appeals to the Centers for Medicare and Medicaid Services (CMS) for complaints and inquiries to include, maintaining and updating complaint logs and proper notification of affected programs and center locations, follow up processes, and issuing recommendations for program improvement to the Chief Compliance Officer for consideration, as needed. ?
Responsible for addressing appeals for services, tracking and sending data to clinic and UM management for HHSC monthly reporting.
Spearheads Client Rights and Complaints, providing knowledge and person-centered advocacy to individuals in services and their families; tracking, and reporting qualitatively and by narrative all calls and complaints using Form LL and tracking sheets.
Leads the monthly reporting of HHSC FORM LL Complaint and Inquiry data on the 10th
business day of every month.
Serves as EHN's client rights representative by conducting training, including Prevention and Management of Aggressive Behavior (PMAB).
Conducts detailed SBAR (Situation, Background, Analysis, and Recommendations) reviews, including records abstraction, data analysis, and drafting case summaries as needed.
Leads the monthly patient experience survey collection, data aggregation, mapping and tracking, including internal reporting of data.
Conducts timely and quarterly HCS home inspections risk assessments and risk management activities associated with the home inspections to include tracking and follow up, and reporting.
Monthly tracking, monitoring, and reporting of CSCRO key performance indicators (KPIs).
Performs other duties as assigned.
Minimum Education and Experience Requirements
Minimum training of QMHP-CS. 2+ years of direct care, risk management, or closely related field experience. Knowledge of medical terminology. Experience conducting medical chart reviews in an electronic health record platform. Experience in and knowledge of community health programs. Excellent written and verbal communication skills. Ability to produce documents in Excel, Microsoft Word, and PowerPoint. Requires a bachelor's degree in behavioral or management science, Public or Business Administration or possession of any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities.
Experience with trauma-informed services; cognitive behavioral therapies, including Dialectical Behavioral Therapy (DBT); and motivational therapies including the use of incentives, preferred.
Required Knowledge and Abilities
Knowledge of trauma-informed theories, principles, and practices (including a multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), is preferred.
Physical Demands
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 20 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)
Involves routine and frequent exposure to:
Bright/dim light; Dusts and pollen.
Other extreme hazards not listed above.
Special Certifications and Licenses
Must possess and maintain a valid state Driver's License with an acceptable driving record.
Must be able to pass a TB, criminal background, and drug screen.
Americans with Disabilities Act (ADA) Compliance
Emergence Health Network is an Equal Opportunity Employer. ADA requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
Other Job Characteristics
Staffing requirements, including criteria that staff have diverse disciplinary backgrounds, have necessary State-required license and accreditation and are culturally and linguistically trained to serve the needs of the clinic's patient population.
Credentialed, certified, and licensed professionals with adequate training in person-centered, family-centered, trauma-informed, culturally competent and recovery-oriented care.
Must be able to wear a ballistic vest and flashlight when required.
Responsible for adhering to the EHN common purpose and service framework to continuously provide exceptional care to all constituents.
Note: This Class Description does not constitute an employment agreement between the Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.
