PATIENT ADVOCATE

Universal Hospital Services Inc.; Sacramento (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

Sierra Vista Hospital is seeking a Patient Advocate to support patient-centered care in a behavioral health environment. The role involves investigating and resolving complaints, documenting actions, and reporting to leadership to improve patient experiences.

Responsibilities include facilitating service-excellence programs, supporting patient-relations initiatives, and acting as a liaison among patients, families, and hospital departments.

Qualifications

• Education: High school diploma or equivalent; preference for Bachelor’s degree in a related discipline.
• Experience: Minimum of 1 year in a health care environment, preference for behavioral health.
• Certifications: Verbal de-escalation certification (CPI or equivalent) required.
• Knowledge: CMS and TJC requirements for managing complaints and grievances; understanding patient satisfaction surveys and related metrics.

Responsibilities

• Investigate, resolve, document, and report patient and visitor complaints and grievances to leadership and staff.
• Develop and participate in customer service and patient-relations initiatives.
• Serve as liaison between patients, families and hospital departments to address concerns promptly.
• Maintain thorough documentation and reporting of complaints, grievances, and resolutions.

Skills

Communication skills

Customer service

Verbal de-escalation

Documentation

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

Responsibilities

Sierra Vista Hospital is seeking a Patient Advocate to support our mission of delivering compassionate, patient‑centered care in a behavioral health environment. If you’re committed to service excellence and eager to work alongside healthcare professionals dedicated to supporting our patients, we’d like to hear from you.

Position Summary The Patient Advocate investigates, resolves, documents, and reports patient and visitor complaints and grievances to leadership and staff, including through established committee structures. This role develops, implements, and participates in customer service and patient‑relations initiatives aligned with the facility’s mission and organizational goals.

Key Responsibilities

• Facilitate service‑excellence and customer‑service programs.
• Support patient‑relations initiatives that promote a positive patient experience.
• Serve as a liaison between patients, families, and hospital departments to ensure concerns are addressed promptly and appropriately.
• Maintain thorough documentation and reporting of complaints, grievances, and resolutions.

Qualifications

Education: High school diploma or equivalent with preference for a Bachelor’s degree in a related discipline.

Experience: Minimum of 1 year experience in a health care environment with preference for behavioral health.

Certifications: No professional license required. Must complete verbal de-escalation certification in advanced behavioral de-escalation protocols (such as Crisis Prevention Intervention [CPI]

Additional Requirements: Knowledge and understanding of CMS and TJC requirement for managing complaints and grievances. Able to differentiate between a complaint and grievance. Knowledge of patient satisfaction survey, Basis 32 assessment, CABA-Y assessment, Net Promoter Score, Grand Mean Comparison, Score Change Comparison, Trend graphs, data, return rates, and overall satisfaction trend of the facility satisfaction results. support, entry and accuracy for time reporting.