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General Information

Work Location: Santa Monica, USA
Onsite or Remote
Fully On-Site
Work Schedule
Monday - Friday 8am - 5pm
Posted Date
02/18/2025
Salary Range: $26.1 - 49.38 Hourly
Employment Type
2 - Staff: Career
Duration
Indefinite
Job #
22351

Primary Duties and Responsibilities

The Patient Advocate supports and assists patients and families across the UCLA Health System.  Listens with empathy and caring, then researches, problems 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.  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.  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.


Salary Range: $26.10-49.38/hour

Job Qualifications

  • 2+ years of customer service experience 
  • 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.  

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.