Patient Advocate

About Steward Health Care
Nearly a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.
As the country's largest physician-led, tax paying, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.
Steward is among the nation's largest and most successful accountable care organizations (ACO), with more than 5,500 providers and 43,000 health care professionals who care for 12.3 million patients a year through a closely integrated network of hospitals, multispecialty medical groups, urgent care centers, skilled nursing facilities and behavioral health centers.
Based in Dallas, Steward currently operates 39 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah.
For more information, visit www.steward.org.
St. Luke's Behavioral Health Center is a 127-bed facility located in the heart of Phoenix, Arizona. The Behavioral Health Center offers a full spectrum of inpatient and outpatient services for seniors, adults, adolescents, and children requiring psychiatric and chemical dependency care. Want to learn more, click here: St. Luke's Behavioral Health Center
Position Title:Patient Advocate
Status: Full-Time
Job Summary:
Responsible to St. Luke's Behavioral Health Center for supporting the corporate mission, vision, and values. Reporting to the Director of Risk Management and working in partnership with the hospital administrative team to investigate, resolve, document and report patient and visitor complaints and concerns. Facilitate resolution of complaints and grievances of patients, family members, and visitors. Develop, implement, and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes.
Essential Functions:

• Document patient, family, and visitor concerns, complaints, and grievances. Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome.
• Utilize a risk assessment analysis tool for each complaint to ensure appropriate triage of complaint to concerned parties
• Prepare and present a report of all patient complaints and grievances to the Patient Grievance Committee on a bi-weekly basis and collaborate with the committee to determine appropriate steps to investigate, address, and respond to each concern.
• Investigate complaints and grievances and work collaboratively with physicians, directors, and managers of the involved departments to develop a response to the complainant and an action plan to address identified opportunities for improvement.
• Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership, and Risk Manager
• Compose letters, memos, etc. to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy.
• Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance policy.
• Analyze complaint and grievance data and collaborate with the Performance Improvement Committee on a monthly basis to improve the patient experience.
• Identify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators, and staff to resolve.
• Collaborate with unit leadership to meet customer service and clinical quality outcomes.
• Participate in committees, work groups, and or process improvement teams that improve patient and customer satisfaction.
• Other duties as assigned.

Requirements:

• Bachelor of Science degree in behavioral health related field preferred.
• Minimum of 3 years' experience in a healthcare setting or patient advocacy environment.

Benefits Offered:
We have many plans with various deductibles, which can cover individuals or families, so you can customize a plan that will work for you! Steward Health Care works with Blue Cross Blue Shield of Massachusetts to provide affordable health insurance for our employees in benefit eligible positions. Our Health Plans Highlights are:

• Deductibles will not apply to services provided by a Steward provider (Tier 1).
• Office visits copays will be $0 when a member uses a Steward Provider (Tier 1).
• Mental Health and Substance Abuse office visits will be $0 for all In-Network providers (Tier1, Tier 2, and Tier 3).

Other Benefits provided:

• Dental, Vision, Health Care Savings Account, Life Insurance, Short Term and Long-Term Disability, Tuition Reimbursement, Paid Time Off, Shift Differential, Tuition Reimbursement, and more.

Steward Health Care is proud to be a minority, physician owned organization. Diversity, equity, inclusion and belonging are at the foundation of the care we provide, the community services we support and all our employment practices. We do not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, and or expression or any other non-job-related characteristic.