Patient Advocate-CGMHSA

Position Description:
GENERAL SUMMARY
Serves as an advocate for the patients of CGMHS. Responds to patient and patient family complaints, helps resolve issues
through education, collaboration and assistance with patients’ needs.
KEY RESPONSIBILITIES
1. Investigate complaints by interviewing staff and providers as needed
2. Resolves complaints by listening to patients and their families; directing them to the appropriate resource and
presenting facts to Administration; assist in developing acceptable resolutions; following-up on outcomes.
3. Mitigate complaints by collaborating with supervisors and managers when a problem or complaint is identified,
offering suggestions to resolve potential complaints and suggesting modifications to processes that may lead to
complaints.
4. Documents details and resolution of complaints following the interview of the patient and/or their family.
5. Maintains patient and family confidence by keeping complaint information confidential.
6. Serves and protects the clinic community by adhering to professional standards, clinic policies and procedures,
federal, state, and local requirements and standards.
7. Maintain and analyze data on patient complaints
8. Participates in quality improvement by evaluating processes, identifying opportunities and presenting those
findings to the appropriate committee or Administration.
9. Serve as a member of the Patient Safety and Clinical Excellence Committees.
10. Maintain timely communication with patients.
11. Assists with provider change requests and patient notifications e.g. termination/dismissal of provider/patient
relationship and termination of patient enrollment at CGMHS.
12. Coordinate with office staff and Administration to resolve patient complaints and inform of any unresolved issues
or potential legal actions.
13. Assists with special projects as assigned i.e. patient newsletter, community health fairs, and patient relations
related projects.

Position Requirements:
Position requires a High School diploma or equivalent. One year experience in a customer service or a comparable
capacity which demonstrates ability to interface appropriately and effectively with the public. Excellent grammar and
articulation skills required. May require typing or data entry.
Preferred qualifications: Healthcare experience.
WORK ENVIRONMENT
This role may require lifting up to 50 lbs.
The work location for this role is onsite

UA Health Services Foundation (UAHSF) is proud to be an AA/EOE/M/F/Vet/Disabled employer.