Patient Experience Officer / Patient Advocate

Uhs • San Antonio, TX

85d

About The Position

The Patient Experience Officer investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Officer collaborates with departmental leaders to ensure resolution of concerns presented by patients, families, visitors, or other representatives of the patient. The Patient Experience Officer actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals.

Requirements

• High School Diploma or equivalent.
• 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.
• Identifies systems related problems, via patient/visitor data and works collaboratively with staff to resolve.
• Conducts ongoing analysis and trending of complaints and grievances and reports through appropriate committee structure.
• Participates 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.
• 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.

What This Job Offers

• Industry: Personal and Laundry Services
• Education Level: High school or GED