OASIS Hospital is seeking a full time Patient Experience Advocate to join the team! 

Job Summary: The Patient Experience Advocate is responsible to model the Expected Behaviors for Patient Centered Care, and to investigate, resolve, document, and report patient and visitor compliments and concerns to leadership and staff; monitor patient experience scores for trends and opportunities; serve as the facility champion for HCAHPS/CAHPs initiatives. This person works collaboratively to develop, implement, and participate in patient experience and patient relations initiatives. Provides monthly status updates/reports on process improvement initiatives and outcomes related to patient experience to leadership. This team member may be delegated additional responsibilities or special assignments.

• Models the Expected Behaviors for Patient Centered Care and is passionate about the patient experience
• Assists in continuous Patient Experience processes as the facilitator/coach.
• Ensures all necessary follow-up/action items are completed, reported and documented in order to close the loop.
• Able to work as a team member, and encourage and promote a culture of caring.
• Serves as recording secretary for the Patient Experience section of meeting minutes.
• Assists in the aggregation and analyzing of Patient Experience data and report's findings to the appropriate committees.
• With the support of the regional Patient Experience Director, conducts routine analysis of patient experience outcomes. Analyzes HCAHPS/CAHPs and patient experience survey data, patient/visitor complaints, and grievances. Collaborates with leadership, physicians, and staff on a regular basis to ensure optimal patient experience.
• Tracks and trends patient/visitor service concerns. Identifies system/process-related opportunities through data and works collaboratively to resolve. Leads, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience.
• Performs routine clinical and non-clinical rounding for patients and families to improve the patient experience. Communicates and interacts with patients, families, staff, and others in a compassionate, empathetic, courteous, and respectful manner.
• Investigates patient/visitor concerns and works with all applicable parties to bring them to resolution.
• Maintains regulatory and compliance requirements for the facility, including CMS Conditions of Participation and Joint Commission Standards, as they relate to patient complaints.
• Consults with leaders in the development of strategies to improve the patient experience; identifies best practice and opportunities for improvement, and works collaboratively with leaders and staff. Assists with staff education on improving patient experience opportunities.
• Provides strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.

• High School Graduate/GED required.
• Excellent verbal and written communication skills, in English.
• 3 or more years of experience in Customer Service, healthcare background preferred.  
• Ability to work independently. 
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one-on-one and small group situations to guests, clients and other employees of the organization.
• Ability to listen to patients and understand what they need, listen and communicate with medical staff and relay this information back to the patient.
• Resolves complaints by communication, helping to develop acceptable resolutions and following-up on outcomes.
• Identify and organize trends of recurring events, offering input for solutions.
• Provides administrative support to Quality Department Management.
• Basic computer knowledge. PowerPoint, Word, and Excel.

#LI-CT1

About United Surgical Partners International, Inc

United Surgical Partners International (USPI), a subsidiary of Tenet Healthcare Corporation (NYSE: THC), operates the largest ambulatory platform in the country. With more than 465+ facilities across the United States, the company serves patients in ambulatory surgery centers and surgical hospitals. For more information, please visit www.uspi.com. USPI’s mission is simple, but the gravity of it is profound. We care for every patient and their family as if they were our own. Each patient, each family, each and every time.

Connections working at United Surgical Partners International, Inc