RISK MANAGEMENT - PATIENT ADVOCATE/RISK ASSISTANT

MOUNTAIN VIEW HOSPITAL LLC • Idaho Falls, ID

4d • Onsite

About The Position

Mountain View Hospital is looking for a Patient Advocate/Risk Assistant to join our team! The Patient Advocate / Risk Assistant serves as the primary point of contact for patient and family concerns, complaints, and grievances. This position is responsible for coordinating the grievance process from intake through resolution, including communicating with patients and families in person and by phone, conducting investigations, gathering information, collaborating with department leaders, and preparing written responses in accordance with state and federal requirements. The Grievance Coordinator / Risk Management Assistant must possess excellent interpersonal, communication, and deescalation skills, with the ability to effectively support patients and families during difficult situations. The position requires strong organizational skills, attention to detail, and the ability to manage multiple cases while maintaining accurate documentation and tracking systems. In addition to grievance management responsibilities, this position assists the Risk Management department with occurrence report tracking and investigations, audits, patient safety initiatives, and tracking trends, risk assessments, and other related duties as assigned.

Requirements

• High school diploma or GED.
• 1-2 years hospital or similar experience and/or training; or equivalent combination of education and experience.

Nice To Haves

• Associate degree preferred.

Responsibilities

• Serve as the primary point of contact for patients, families, and visitors regarding concerns, complaints, and grievances received in person, by telephone, email, mail, or other communication channels.
• Monitor and respond to grievance emails, phone calls, and voicemail messages daily.
• Conduct patient and family interviews to gather information, address concerns, provide support, and facilitate resolution of complaints whenever possible.
• Maintain patient complaint and grievance log, ensuring all required documentation is completed and regulatory timelines are met.
• Prepare written findings and response letters to patients and families within federal and state regulatory timeframes.
• Track complaint trends and identify opportunities for process improvement; Facilitate Patient Complaint Committee, including meeting preparation, agenda development, case presentation, and follow-up actions.
• Review, track, and assist with investigations of occurrence reports and patient safety events.
• Conduct EMTALA transfer reviews and assist with patient tracers, risk assessments, and other activities designed to identify opportunities for risk reduction and process improvement.
• Accepts and completes other duties as assigned or requested.

Benefits

• Medical, Dental and Vision Insurance
• Paid Time Off (vacation, holidays and sick days) and Medical Paid Time Off
• Retirement Plans (401K with up to 6% match)
• Earned Quarterly Bonus Program
• Education Reimbursement Program
• Discount for medically necessary procedures performed at Mountain View Hospital and Idaho Falls Community Hospital

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED