PATIENT ADVOCATE

Patient Advocate

Sierra Vista Hospital is seeking a Patient Advocate to support our mission of delivering compassionate, patient-centered care in a behavioral health environment. If you're committed to service excellence and eager to work alongside healthcare professionals dedicated to supporting our patients, we'd like to hear from you.

Position Summary: The Patient Advocate investigates, resolves, documents, and reports patient and visitor complaints and grievances to leadership and staff, including through established committee structures. This role develops, implements, and participates in customer service and patient-relations initiatives aligned with the facility's mission and organizational goals.

Key Responsibilities:

• Facilitate service-excellence and customer-service programs.
• Support patient-relations initiatives that promote a positive patient experience.
• Serve as a liaison between patients, families, and hospital departments to ensure concerns are addressed promptly and appropriately.
• Maintain thorough documentation and reporting of complaints, grievances, and resolutions.

Qualifications:

• Education: High school diploma or equivalent with preference for a Bachelor's degree in a related discipline.
• Experience: Minimum of 1 year experience in a health care environment with preference for behavioral health.
• Certifications: No professional license required. Must complete verbal de-escalation certification in advanced behavioral de-escalation protocols (such as Crisis Prevention Intervention [CPI]).
• Additional Requirements: Knowledge and understanding of CMS and TJC requirement for managing complaints and grievances. Able to differentiate between a complaint and grievance. Knowledge of patient satisfaction survey, Basis 32 assessment, CABA-Y assessment, Net Promoter Score, Grand Mean Comparison, Score Change Comparison, Trend graphs, data, return rates, and overall satisfaction trend of the facility satisfaction results. Support, entry and accuracy for time reporting.

If you are passionate about advocating for patients and contributing to a supportive behavioral health environment, we encourage you to apply.

Universal Health Services