Patient Experience Officer / Patient Advocate

UHS•San Antonio, TX

84d

About The Position

Position Summary: The Patient Experience Officer is responsible for leading initiatives that enhance the overall experience of patients, families, and caregivers within the behavioral health continuum. This role drives a culture of compassion, safety, and dignity - ensuring that every interaction supports healing, trust, and recovery. The Officer will move the needle on patient satisfaction by embedding trauma informed care principles, and empowering staff to deliver empathetic, consistent, and respectful care.

Requirements

1-3 years of relevant experience in a health care environment

Nice To Haves

Bachelor’s degree in Psychology or related field.
Experience in a Psychiatric setting.

Responsibilities

Meets with patients at admission and discharge.
Facilitates resolution of complaints/grievances/requests by patients and visitors in accordance to legal and regulatory requirements.
Maintains tracking system in accordance to organizational policy and regulatory requirements.
Collaborates with unit and facility leadership to meet customer service and clinical quality outcomes for the service.
Identify systems related problems, via patient/visitor data and work collaboratively with staff to resolve.
Conduct on-going analysis and trending of complaints and grievances and reports through appropriate committee structure.
Participate on committees, work groups and/or process improvement teams that improve customer satisfaction.
Regular attendance of work schedules is required to meet the needs of our patients and ensure adequate coverage and quality care.
Under guidance from the department director, accountable for compliance with all pertinent accrediting agency standards, and local, state, and federal regulations.
Accountable for taking a role in maintaining the skills and qualifications necessary to provide or support quality care, including attendance at company-wide educational programs.
Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
Responsible for harmonious interactions with coworkers and customers, including patients, family members, vendors, and the general public.
Upon employment, all employees are required to fully comply with Via Linda Behavioral Hospital’s policies and procedures.
Improves patient experience through positive interactions on a daily basis.
Interfaces with department lead where patient experience processes breakdown.
Collaborates with partners at other locations who have patient experience officers for best practice adoption.
Oversees patient satisfaction return rates and process.