Advocates on behalf of consumers receiving long-term care services and supports. Establishes cooperative relationships with LTC providers and Managed Care plans monitoring the quality of care provided; Educating clients and staff about the Resident's Bill of Rights and advocating for these rights.
Perform intake for complaints pertaining to the delivery of long-term care services and supports regardless of the consumers setting.
Provide Outreach to consumers and sponsors regarding the Long-term Care Ombudsman Program, provisions of the MyCare Ohio Demonstration and resident/consumer rights through public presentations, benefits counseling and complaint handling.
Provide ombudsman services in a manner consistent with federal and state requirements and local program procedures.
Investigate and work to resolve MyCare Ohio Enrollee problems with MyCare Ohio Plans.
Collect and maintain accurate data on complaints and outcomes and assist in providing systems-level analysis and recommendations.
Establish a regular presence within facilities based on assigned territory.
Perform Complaint Handling based on procedures established by the LTCOP in order to bring about person centered care.
Attend the SLTCOP sponsored trainings and continued education events including quarterly meetings with managed care plans; additionally attend MyCare Ohio Member Advisory Meetings
Provide support to other Area Agency program committees and workgroups to benefit ombudsman program and consumers.
Maintain strict confidentiality of consumer information according to Agency policy.
At a minimum, Associates Degree in Human Services, Health Services, Social Services or related field plus 2 years commensurate experience and/or education with in emphasis in consumer advocacy or related experience.
Must attend 100 clock hours of professional development, 20 clock hours of orientation, an observation of a survey or inspection and pass the required Ombudsman Specialist examination to become certified.
Good oral and written communication skills, interviewing skills and problem solving skills.
Knowledgeable in Microsoft Word and Excel.
Ability to travel a multi-county service area and access private homes and facilities, which may not be readily accessible.
Capacity for developing effective relationships and the ability to understand and empathize with the concerns of the consumer of long-term care services.
Possess cultural awareness and sensitivity
Demonstrate sound work ethics
Performs duties with respectful communications & behaviors
Takes responsibility for exhibiting behaviors that contribute to service excellence