The Milieu Specialist serves as a specialist in the milieu for de-escalation and responds to patient-facing inquiries within Rogers Behavioral Health. They serve as preceptors and role models to care providers in the milieu, and they work to uphold client rights through support, advocacy, and resolution strategies. Further, this individual works to maintain, develop and strengthen the patient-care provider relationship through the development, coordination, and support of the overall objectives of Rogers’ mission and vision, along with the quality improvement program and policies. This includes handling of patient compliments and complaints, responding to grievances both informally and formally, participating in patient safety and/or quality improvement projects, and facilitating provider/care team training and education.
Schedule: Pool 1; requires a minimum of 4 shifts per month
Job Duties & Responsibilities:
- Serves as an onsite advocate for managing active complaints or grievances and facilitates resolution of complaints/grievances/requests by patients and visitors in accordance with legal and all regulatory body requirements.
- Ensures accurate recording, tracking and timely completeness of all reported incidents.
- Complies with regulatory and accreditation requirements.
- Coach staff in management of patient aggressive behaviors as needed and milieu management. Additionally, coach to assist staff during crisis events.
- Collaborates with staff and leadership to meet customer service and clinical quality outcomes.
- Assist with formal staff debriefings following codes.
- Collaborates with other departments to implement process improvements to sustain client rights throughout the treatment process.
- Supports patient safety and quality generally with performance of other projects and risk-reduction duties as requested.
- Assists nursing services with precepting Mental Health Technicians on a variety of topics such as: belongings searches, ligature rounds, rounding, milieu management, NCI, ALICE active shooter training, Code Greens, Blues, etc.
- May serve as a preceptor to Mental Health Technicians.
- Documents and communicates pertinent information (verbal and/or electronic) in a timely manner to Roger’s administration and program leadership, ensuring all team members are following policies and procedures for Rogers.
Additional Job Description:
Education and Experience Requirements:
- High school diploma required. Associates in Social Services, business, healthcare preferred.
- Minimum of two (2) years' experience in the healthcare industry within in a patient safety, patient relations, and/or risk management role accepted in lieu of degrees.
- Knowledge of de-escalation and milieu management techniques.
- Knowledge of patient incident reporting systems and customer service/service recovery principles.
- General knowledge of hospital clinical and operational practices and procedures to educate and communicate with both internal and external customers.
- Valid driver's license and clean driving record required.
With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:
- Health, dental, and vision insurance coverage for you and your family
- 401(k) retirement plan
- Employee share program
- Life/disability insurance
- Flex spending accounts
- Tuition reimbursement
- Health and wellness program
- Employee assistance program (EAP)
Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)
