Patient Experience and Advocacy Manager

ADELANTE HEALTHCARE INC•Phoenix, AZ

7d•Onsite

About The Position

The Patient Experience and Advocacy Manager supports patient experience initiatives and serves as the primary contact for organizing and engaging advocates during critical times. The role helps build a culture that encourages reporting patient experience concerns and supports overall quality. It recruits and mobilizes participants, builds relationships, and helps ensure staff and board members engage in advocacy efforts. The manager collaborates with the Compliance Director and Safety and Clinical Risk Manager on strategies to promote optimal patient experience and quality of care. The position works with patient survey reports and follow-up, responds to patient concerns, analyzes and presents data, participates in improvement workgroups, and supports advocacy activities. It works independently under the guidance of the Safety and Clinical Risk Manager and travels to different health centers as required. Employees are expected to uphold Adelante Healthcare’s core values and standards for quality, patient safety, engagement, integrity, professionalism, compliance, and patient-centered collaboration.

Requirements

High school diploma or GED from an accredited institution required.
Associate degree required.
At least two years of experience in a healthcare setting.
Knowledge of regulatory agency requirements, including Joint Commission, OSHA, HRSA, and AZDHS.
Ability to maintain confidentiality, privacy, and security of protected health information.
Ability to analyze and report data, including trends related to patient satisfaction and care.
Excellent working knowledge of Microsoft Outlook, Word, Excel, Teams, and SharePoint.
Ability to navigate an electronic health record.
Ability to communicate effectively with patients, patients’ family members, senior leadership, and staff.
Excellent organizational skills and attention to detail.
Ability to prioritize, multitask, and adapt to rapidly changing priorities.
Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for specialty behavioral health locations, or ability to obtain one within 30 days of employment.
Evidence of a valid Arizona driver’s license and current auto insurance.

Nice To Haves

Bachelor’s degree preferred.
Fluency or proficiency in Spanish preferred.
Ability to communicate effectively both verbally and in writing.
Excellent customer service.
Passion for patient experience and satisfaction.

Responsibilities

Collaborate with internal stakeholders to obtain patient survey reports, create and review reports, prioritize follow-up calls, and contact identified patients.
Escalate clinical care concerns to the practice administrator or designee and enter incident management cases as needed.
Mail, document, and track patient Level 1 Warning and Level 2 Disengagement letters.
Manage and track the patient experience email and telephone extension.
Identify and resolve patient concerns by clarifying complaints, determining root causes, selecting and explaining solutions, expediting corrections, and following up to ensure resolution.
Create reports for internal and external clients; collect, analyze, and visualize data; review survey trends and strengths; and identify improvement opportunities with business leaders.
Assist with preparing and presenting reports related to patient safety, experience, and satisfaction.
Participate in workgroups to improve patient experience and satisfaction and act as an ambassador for Adelante Healthcare.
Communicate with external business and government agencies, including the attorney general’s office, AZDHS, and payer plans, as needed.
Travel to different health centers as required.
Ensure health center staff and board members are aware of and respond to action alerts; act as a board advocacy staff liaison.
Stay informed about state and federal health center advocacy and policy updates and report advocacy activities, including meetings with elected officials and press events.
Invite individuals to participate in grassroots advocacy efforts and events, such as National Health Center Week and voter registration drives.
Promote and participate in interdisciplinary communication and collaboration to support quality care and patient and coworker engagement.
Comply with the organization’s written standards, Compliance Program, Standards of Conduct, policies, and procedures, and report potentially noncompliant conduct.
Perform other duties as requested or assigned.