The Patient Representative
position supports the mission of The Medical Center of Aurora/Centennial Medical Plaza in optimizing the quality of life of all those served by expanding beyond the traditional focus on medical needs to the needs of the whole person. The Patient Advocate responds to and coordinates resolution of patient concerns, complaints, and/or grievances according to timelines dictated by regulatory agencies. The Patient Advocate works closely with Department Directors, Department Chairs, Administration and the Medical Staff toward resolution of patient concerns. This individual maintains thorough documentation of each patient contact, continuing through the investigative process to final resolution. Reports any significant issues to the Director of Risk Management immediately. Provides summary reports to the Quality Management Committee including a summary of issues, identified trends and actions taken. The Patient Advocate must maintain a high degree of confidentiality. This individual carries a cell phone and responds in a timely manner. Works closely with physicians, staff, managers and executive staff to assure that any potential issues are thoroughly investigated and actions initiated in a timely manner including follow-up communication to person issuing the complaint as well as others involved. Maintains Complaint Database documenting all interactions, communications, actions and follow-up related to the specific concern(s). Supports performance improvement opportunities including monitoring, evaluation and trending of data and assisting with implementation of PI action plans. Performs delegated duties consistent with the scope of practice and functions within the philosophy at TMCA. Displays positive support for the values and mission of TMCA.
The Medical Center of Aurora/Centennial Medical Plaza expects our core values to be reflected in the way every employee interacts with co-workers, patients and family members, and with others in the community. The intent of these values is to assure that TMCA/CMP creates the environment where individuals choose to work, and that patient care services are of the highest quality. Magnet Recognition
The Medical Center of Aurora/Centennial Medical Plaza was the first community-based hospital in the Denver metro area to attain the Magnet designation for excellence in nursing services by the American Nurses Credentialing Center's (ANCC) Magnet Recognition Program®. This is the highest national honor for nursing care that a health care organization can receive. 2016 Leapfrog Top General Hospital
The Medical Center of Aurora is the only 2016 Leapfrog Top General Hospital in the state of Colorado. Widely acknowledged as one of the most prestigious distinctions a hospital can receive in the U.S., the recognition showcases The Medical Center of Aurora's commitment to patient safety and quality. Level II Trauma Center
State of Colorado designated Level II Trauma Center and ACS Verified Trauma Center
"A" Grade for Patient Safety in Leapfrog's Hospital Safety Grade
The Medical Center of Aurora received an "A" grade in 2015 and 2016. Developed under the guidance of an Expert Panel, the Leapfrog Hospital Safety Grade uses 30 measures of publicly available hospital safety data to assign A, B, C, D and F grades to U.S. hospitals. The scores are calculated by top patient safety experts, peer-reviewed, fully transparent and free to the public. Primary Stroke Certification
The Medical Center of Aurora is designated as a Primary Stroke Center by The Joint Commission . This Disease Specific Certification has been awarded to only seven other hospitals in the state of Colorado. It is currently the highest level of stroke certification. Chest Pain Center Accreditation
Both The Medical Center of Aurora and Centennial Medical Plaza meet the high patient care, quality and safety standards of the Society of Cardiovascular Patient Care (SCPC). Centennial Medical Plaza was the first freestanding ER in Colorado to earn accreditation. The Medical Center of Aurora has Chest Pain Center accreditation with PCI. #4 Hospital in the Denver Metro Area, Colorado
The Medical Center of Aurora was ranked the #4 hospital in the Denver metro area and the #4 hospital in Colorado as part of U.S. News & World Report's 2014-15 Best Hospital Rankings . TMCA was also recognized for high performance in ten medical specialties.Qualifications: Licensure/Certification
- Current Licensed Registered Nurse or Social Work in the state of Colorado preferred
- Bachelor's degree in related field is preferred. Can substitute experience for degree
- Minimum 3 years of healthcare experience required; clinical experience preferred.
- Must have excellent communication skills, both written and verbal.
- Must be very flexible and organized in balancing responsibilities considering the unplanned nature of the patient grievance process.
- Must be knowledgeable of CMS, State of Colorado and Joint Commission standards.