Patient Advocate

Geisinger Behavioral Health Center Danville•Danville, PA

22h

About The Position

Geisinger Behavioral Health Danville is seeking a Patient Advocate to champion patient rights, support families during treatment, address concerns empathetically, and foster a positive patient experience. The role facilitates patient and family complaints and grievances, works with staff and leadership to resolve concerns, identifies potential threats to patient rights or safety, and supports patient satisfaction and care coordination. The position may also educate staff on patient safety and advocacy during new-hire orientation and perform other assigned functions.

Requirements

High school diploma or equivalent.
CPR and de-escalation/restraint certification; training is available upon hire and offered by the facility.

Nice To Haves

Associate or bachelor's degree in a clinical field.
Experience in customer service or risk management.
Experience with behavioral health patients.
First aid may be required depending on the state or facility.

Responsibilities

Facilitate the patient and family grievance process, including processing complaints, forwarding them to the appropriate manager, and communicating resolutions to complainants.
Collaborate with appropriate staff to develop acceptable resolutions to potential complaints.
Identify process deficiencies that may threaten patient rights or safety.
Maintain current complaint and grievance logs.
Collaborate with the risk department and department managers to address patient concerns in a timely and appropriate manner.
May participate in new-hire orientation by educating staff on patient safety and advocacy.
Identify critical customer-service needs and discuss them with the supervisor and medical staff.
Coordinate completion of the patient satisfaction survey process.
Participate in the Patient Experience Team.
Coordinate a patient/family advisory council as appropriate.
Serve as a liaison with families to assist with connection and coordination of care.
Perform other functions and tasks as assigned.