Description

　　This opening is listed at our Santa Monica location but is still TBD, the primary location may be Ronald Reagan Hospital in Westwood.

　　The Patient Advocate supports and assists patients and families across the UCLA Health system. He/she listens with empathy and caring, then researches, problem solves and advocates, ensuring that patients are assured that their concerns are addressed. When handling volatile, sensitive or politically charged situations, the Patient Advocate exercises judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved. The incumbent utilizes strong negotiation, facilitation, written and oral communication skills to ensure that patients/ families are provided with the best possible response and solution to their complaints. Assesses complaints/grievances and then prepares them for review by committees including medical staff, Risk Management, Quality/Safety, and Hospital Administration. He/she uses limit setting and behavioral redirection skills when necessary to ensure that behavior of patients or families do not violate rights of other patients or staff. Assists clinical managers and physicians in developing patient behavioral contracts or in separating patients from a clinical practice

　　The Patient Advocate works to optimize the experience of patients/ families who receive care in the hospitals, ambulatory, and the physician practices of UCLA Health. He/she represents the leadership of UCLA Health when conducting regular proactive visits and outreach in hospital and ambulatory areas. The incumbent effectively interfaces and collaborates with Hospital and FPG Executives, Directors, Chairs, Chiefs, Faculty, residents, and staff to clearly identify causes of complex situations which may include clinical quality, access, interdisciplinary communication, and the delivery of ancillary services. Using strong meeting facilitation and mediation skills, collaborates with all levels of the clinical and non-clinical teams to bridge disparate expectations regarding the quality/plan of care of patients, families, and clinicians. He/she uses in-depth knowledge of the Health System organization, processes and resources to creatively and effectively facilitate patient care and to deliver services and amenities, which patients will perceive as adding value to their experiences. The candidate will possess strong cultural awareness skills with an emphasis on health accommodations.

　　Salary Range $51,400 - 100,600 / annuallyQualifications

　　Demonstrated ability to independently establish goals, and priorities

　　Demonstrated skill at de-escalating and diffusing challenging situations.

　　Strong negotiation, facilitation, written and oral communication, and cultural awareness skills

　　Superior organizational skills to oversee multiple simultaneous cases and with varying and rolling deadlines

　　Ability to be highly flexible in an environment where goals and priorities change frequently

　　Ability to compose detailed written and verbal responses to patient concerns with the highest degree of grammatical accuracy, sentence syntax, and content accuracy

　　Excellent interpersonal and collaboration skills sufficient to develop and maintain successful partnerships with colleagues at all levels of the organization.

　　Competent in Microsoft Word, Excel, and PowerPoint.

　　Highly service-oriented attitude and proven flexibility

　　Demonstrated success working collaboratively with administrators, directors, physicians, clinicians, patients and staff.

　　UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.