Patient Experience Investigator-Piedmont Geriatric Hospital

Title: Patient Experience Investigator-Piedmont Geriatric Hospital

State Role Title: Health Care Compliance Spec I

Hiring Range: $44,192 - $46,350

Pay Band: 4

Agency: Dept Behavioral Health/Develop

Location: Piedmont Geriatric Hospital

Agency Website: https://www.pgh.dbhds.virginia.gov/

Recruitment Type: General Public - G

Job Duties

This position will develop, implement and monitor the patient experience initiative and activities in a manner that fosters excellence in service delivery to internal and external stakeholders. This position will work collaboratively with facility administration, management, staff, patients, families, and other stakeholders to develop, coordinate and support programs and activities related to patient, visitor and employee satisfaction. This position will work to ensure that the rights of patients were not violated in any way by addressing all patient complaints and investigating all allegations of abuse/neglect within the expectations and requirements of DBHDS. This position will work to ensure the patient stay was therapeutic and safe. Act as point person for performance improvement audits and surveys.
• Previous experience in service excellence, project management, and regulatory
compliance roles
• Ability to interpret and apply policies and procedures
• Good written and verbal communication skills
• Ability to audit medical records to obtain data required for accreditation by the Joint
Commission and/or CMS
• Ability to work effectively with professionals from a variety of disciplines represented
in a hospital environment.

• Ability to adjust work schedule to conduct 2nd and 3rd shift interviews as needed

Minimum Qualifications

• Experience in data analysis, the use of PC based software: word processing, spread
sheets.

• Experience working with older adults with mental health challenges

• Experience conducting abuse and/or administrative investigations and Root Cause
Analysis/Five Whys analysis

• Experience in a mental health setting.

• Experience administering surveys and collecting/aggregating data.

• Successful completion of DBHDS Abuse/Neglect Investigation Training upon or within 4
months of hire.

Additional Considerations

• Investigative training or experience preferred

• College degree in Human Services, health care profession, business/public/hospital administrative or equivalent experience is preferred

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Application Requirements: Applications and résumés for this position are accepted electronically through the Commonwealth of Virginia’s Electronic Recruitment System only. Interview decisions will be based solely on the information provided in your electronic application and/or résumé. Please ensure you detail all relevant work experience clearly and specifically; we will not make assumptions about your qualifications. 

You will receive confirmation of receipt once your application and/or résumé has been successfully submitted. To check the status of your application, refer to “Your Application” in your account. 

Background Investigation: All applicants are subject to an extensive background investigation and a pre-employment drug screening. This investigation may include fingerprint checks (State Police, FBI), local agency checks, Department of Social Services/Child Protective Services checks, employment verification, and verification of education relevant to the position. 

Under Virginia Code § 37.2-314 and 37.2-408.1, the Department of Behavioral Health & Developmental Services is prohibited from employing or using as volunteers, persons who have been convicted of specific (“barrier”) crimes or persons who may be the subject of pending (“barrier”) charges as listed under Virginia Code § 19.2-392.02.

Reasonable Accommodations: Reasonable accommodations are available to individuals with disabilities during the application and/or interview process in accordance with the Americans with Disabilities Act. If you require assistance or accommodation, please notify Human Resources at 804-766-3322 during business hours (8:00 a.m. to 4:30 p.m.). 

Equal Opportunity: Piedmont Geriatric Hospital (PGH) is committed to conducting all aspects of human resource management without regard to race (or traits historically associated with race, including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), sex, color, national origin, religion, sexual orientation, gender identity or expression, age, veteran status, political affiliation, disability, genetic information, and pregnancy, childbirth, or related medical conditions.* There shall be no retaliation against anyone making allegations of violations of this policy. 

Veteran Preference: Piedmont Geriatric Hospital (PGH) is a Virginia Values Veterans (V3) certified employer and provides hiring preference to qualified veterans and service members. We highly encourage veterans, active members of the Virginia National Guard, and U.S. Military Reserve members to apply and respond accordingly on the state application. 

Benefits: Piedmont Geriatric Hospital (PGH) offers a comprehensive benefits package, including your choice of health plans, paid life insurance, retirement plans, 13 paid holidays, annual leave, family personal leave, sick leave, employee discount programs, and more! 

Contact Information

Name: Tricia Wilson

Phone: 804-518-3339

Email: tricia.wilson@dbhds.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.