Patient Officer​/Patient Advocate

Responsibilities

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 Ridge serves as the setting for the treatment for children, adolescents, young adults, adults, veterans and military personnel.

Laurel Ridge's 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 nation's largest and most respected hospital companies, Universal Health Services, Inc. (UHS). UHS has been recognized as one of the World's Most Admired Companies by Fortune for 10 years in a row.

Universal Health Services (UHS) is one of the nation's largest and most respected providers of hospital and healthcare services. UHS has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, our annual revenues were $10.77 billion in 2018. In 2020, UHS was again recognized as one of the World's Most Admired Companies by Fortune, in 2019, ranked #293 on the Fortune 500;

and in 2017, listed #275 in Forbes inaugural ranking of America's Top 500 Public Companies. Headquarters in King of Prussia, PA, 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 is responsible for leading initiatives that enhance the overall experience of patients, families, and caregivers within the behavioral health continuum. This role drives a culture of compassion, safety, and dignity – ensuring that every interaction supports healing, trust, and recovery. The Officer will move the needle on patient satisfaction by embedding trauma-informed care principles and empowering staff to deliver empathetic, consistent, and respectful care.

• Meets with patients at admission and discharge.
• Facilitates resolution of complaints, grievances, and requests by patients and visitors in accordance with legal and regulatory requirements.
• Maintains tracking system in accordance with organizational policy and regulatory requirements.
• Collaborates with unit and facility leadership to meet customer service and clinical quality outcomes for the service.
• Identifies systems-related problems, via patient/visitor data and works collaboratively with staff to resolve.
• Conducts ongoing analysis and trending of complaints and grievances and reports through appropriate committee structure.
• Participates in committees, work groups, and/or process improvement teams that improve customer satisfaction.
• Regular attendance of work schedules is required to meet the needs of patients and ensure adequate coverage and quality care.
• Under guidance from the department director, is accountable for compliance with all pertinent accrediting agency standards, and local, state, and federal regulations.
• Is accountable for maintaining the skills and qualifications necessary to provide or support quality care, including attendance at company-wide educational programs.
• Is responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
• Is 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 Hospital's policies and procedures.
• Improves patient experience through positive interactions on a daily basis.
• Interfaces with the department…