Patient Experience Officer / Patient Advocate

Laurel Ridge Treatment Center

Since 1987, Laurel Ridge Treatment Center has been the premier provider of specialized behavioral health and addictive disease services in San Antonio and South Texas. Our 330-bed facility is one of the largest freestanding psychiatric hospitals in the United States. Set on a therapeutic 29-acre campus in north central San Antonio, Laurel Ridges serves as the setting for the treatment for children, adolescents, young adults, adults, veterans and military personnel. Laurel Ridges comprehensive programs treat disorders such as bipolar disorder, psychological trauma, PTSD, depression and anxiety, mental illnesses and addictive disease disorders such as alcoholism, drug addiction and substance abuse.

Laurel Ridge Treatment Center is part of one of the nations largest and most respected hospital companies, Universal Health Services, Inc. (UHS). UHS has been recognized as one of the Worlds Most Admired Companies by Fortune for 10 years in a row.

One of the nations largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, UHS has more than 87,000 employees and through its subsidiaries operates 26 acute care hospitals, 327 behavioral health facilities, 40 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 37 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

Position Summary

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 facilitys mission and goals.

The following are essential accountabilities:

• 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.
• Identify systems related problems, via patient/visitor data and work collaboratively with staff to resolve.
• Conduct on-going analysis and trending of complaints and grievances and reports through appropriate committee structure.
• Participate 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.
• Upon employment, all employees are required to fully comply with Via Linda Behavioral Hospitals policies and procedures.
• 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.

Qualifications

Minimum Education: High School Diploma or equivalent

Preferred Education: Bachelors degree in Psychology or related field.

Minimum Experience: 1-3 years of relevant experience in a health care environment

Preferred Experience: Experience in a Psychiatric setting.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: https://uhs.alertline.com or 1-800-852-3449.