Patient Experience Advocate (6507) - N Central Ave Phoenix, Arizona, United States

Description · Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion, and empowerment. For more than four decades, the heart of everything we do is inspiring change for life. We help people manage addiction and mental illne ...

Job description

Description

Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion, and empowerment. For more than four decades, the heart of everything we do is inspiring change for life. We help people manage addiction and mental illness, provide primary medical care, restore families, support our veterans, and connect individuals to the care they need.

We are a healthcare company focused on the whole person, providing primary care and specializing in mental health and substance use treatment for the last 56 years. We help people live their lives in recovery and we save lives every day. 

The Patient Experience Advocate serves as a key leader in advancing Terros Health's patient experience strategy. This role manages patient concerns, provides direct patient advocacy, concern resolution, leads multi-department service recovery efforts, and provides consultation to clinical and operational leadership. This role is responsible for analyzing organization-wide patient experience data, developing actionable insights, and driving measurable improvement through advanced reporting, trend analysis, and cross-functional collaboration. The Patient Experience Advocate partners through indirect leadership with clinical, operational, and senior leaders to strengthen accountability, engagement, and a culture of patient-centered care. This position reports to Manager of Learning and Development

HOPE  ~  HEALTH  ~  HEALING

Terros Health made the list

"Most Admired Companies of 2020, 2022 & 2023" as awarded by AZ Big Media.

Patient Advocacy & Complex Resolution

• Serves as the primary escalation point for complaints involving multiple departments, potential regulatory implications, or reputational risk.
• Manages patient concerns, including high-risk and complex concerns and conducts fact-finding by demonstrating sound clinical and operational judgment.
• Partners with Legal, Compliance and Quality departments to ensure appropriate resolution and documentation aligned with state and federal requirements.
• Facilitates formal case reviews, debriefs, and service recovery plans; tracks commitments to closure.

Patient Experience Data, Analytics & Reporting

• Leads advanced analysis of patient satisfaction data (e.g., survey results, grievances, compliments), including trend identification and root-cause analysis.
• Designs and maintains dashboard reporting for leadership; delivers monthly and quarterly summaries with recommendations.
• Evaluates and enhances data collection tools and survey methodologies to strengthen reliability, validity, and insight quality.

Organizational Engagement, Education & Leadership

• Collaborates within the department to facilitate organization-wide training on patient-centered communication, trauma-informed care, conflict resolution, and service excellence standards.
• Leads multi-site workgroups and committees focused on patient experience outcomes, service recovery, and cultural transformation.
• Provides consultation to leaders to support consistent workflows for patient communication, service recovery, and escalation.
• Supports onboarding and leader development efforts to promote a culture of respect, compassion, and empowerment.

Regulatory Compliance & Risk Mitigation

• Ensures complaint-handling processes comply with internal processes and CMS, AHCCCS, and other regulatory/accreditation standards.
• Prepares documentation and reports for audits, surveys, and external reviews; supports corrective action plans as needed.
• Identifies systemic risks, recommends policy changes, and implements preventative actions to mitigate recurrence.

Collaboration & Consultation

• Builds collaborative relationships across Terros Health to ensure fair, timely, and effective resolution processes.
• Conducts focus groups with patients, families, and staff; combining qualitative insights with quantitative data to inform improvement priorities.
• Provides internal consulting to providers and leaders on communication, conflict resolution, and patient-centered practices.
• Participate in staff meetings, training and other activities as required.
• Performs other duties as required and special projects as assigned.

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Benefits & Wellness

• Multiple medical plans - including a no premium plan for employees and their families
• Multiple dental plans - including orthodontia
• Financial well-being - 401(k) with a company match, interest free medical line of credit, financial education, planning, and support
• 4 Weeks of paid time off in the first year
• Wellness program
• Pet Insurance
• Group life and disability insurance
• Employee Assistance Program for the Whole Family
• Personal and family mental and physical health access
• Professional growth & development - including scholarships, clinical supervision, and CEUs
• Tuition discounts with GCU and The University of Phoenix
• Working Advantage - Employee perks and discounts
  • Gym memberships
  • Car rentals
  • Flights, hotels, movies and more
• Bilingual pay differential

Qualifications

• Bachelor's degree required in Healthcare Administration, Public Health, Social Work, Organizational Leadership, or related field; Master's degree preferred.
• A minimum of 5 years of progressive experience in patient advocacy, service excellence, quality/performance improvement, or healthcare operations.
• Demonstrated expertise in data analytics, dashboard creation (e.g., Excel, BI tools), and reporting.
• Proven success leading cross-functional initiatives without direct authority; strong facilitation and change management skills.
• Bilingual proficiency (Spanish/English) highly preferred
• Must have a valid Arizona driver's license, be 21 years of age with a minimum of 3 years driving experience, and meet requirements of Terros Health's driving policy
• Must have a valid Arizona Fingerprint Clearance card or apply for an Arizona fingerprint clearance card (Level 1) within 7 working days of assuming role.
• Must pass a TB test, a criminal background check and drug test

Physical demands of this position are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.