PATIENT ADVOCATE

Universal Health Services; Sacramento (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Sierra Vista Hospital seeks a Patient Advocate to support compassionate, patient-centered care in a behavioral health environment. The role investigates and documents patient complaints, reporting to leadership and staff through established structures, and participates in customer-service initiatives.

The incumbent develops and implements patient-relations efforts aligned with the facility’s goals, serving as a liaison to ensure concerns are addressed promptly and accurately.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• At least 1 year of experience in a healthcare setting, preferably behavioral health.
• Verbal de-escalation certification required (CPI or equivalent).
• Knowledge of CMS and TJC requirements for managing complaints and grievances.

Responsibilities

• Facilitate service-excellence and customer-service programs.
• Support patient-relations initiatives for a positive patient experience.
• Serve as liaison between patients, families and hospital departments to address concerns.
• Maintain thorough documentation and reporting of complaints, grievances, and resolutions.

Skills

Customer service

De-escalation

Communication

Education

High school diploma or equivalent

Bachelor’s degree preferred in related discipline

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.

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.