RISK MANAGEMENT - PATIENT ADVOCATE/RISK ASSISTANT

Mountain View Hospital is looking for a Patient Advocate/Risk Assistant to join our team!

JOB SUMMARY:       

The Patient Advocate / Risk Assistant serves as the primary point of contact for patient and family concerns, complaints, and grievances. This position is responsible for coordinating the grievance process from intake through resolution, including communicating with patients and families in person and by phone, conducting investigations, gathering information, collaborating with department leaders, and preparing written responses in accordance with state and federal requirements. The Grievance Coordinator / Risk Management Assistant must possess excellent interpersonal, communication, and deescalation skills, with the ability to effectively support patients and families during difficult situations. The position requires strong organizational skills, attention to detail, and the ability to manage multiple cases while maintaining accurate documentation and tracking systems. In addition to grievance management responsibilities, this position assists the Risk Management department with occurrence report tracking and investigations, audits, patient safety initiatives, and tracking trends, risk assessments, and other related duties as assigned.

BENEFITS: 

Taking care for our community starts with taking care of our own team. Mountain View Hospital is proud to offer its employees competitive and comprehensive benefit packages. Benefits include:

• Medical, Dental and Vision Insurance
• Paid Time Off (vacation, holidays and sick days) and Medical Paid Time Off
• Retirement Plans (401K with up to 6% match)
• Earned Quarterly Bonus Program
• Education Reimbursement Program
• Discount for medically necessary procedures performed at Mountain View Hospital and Idaho Falls Community Hospital

Please note benefits are based on eligibility according to full-time, part-time or PRN status classification. 

DUTIES AND RESPONSIBILITIES:

1. Serve as the primary point of contact for patients, families, and visitors regarding concerns, complaints, and grievances received in person, by telephone, email, mail, or other communication channels.
2. Monitor and respond to grievance emails, phone calls, and voicemail messages daily.
3. Conduct patient and family interviews to gather information, address concerns, provide support, and facilitate resolution of complaints whenever possible.
4. Maintain patient complaint and grievance log, ensuring all required documentation is completed and regulatory timelines are met.
5. Prepare written findings and response letters to patients and families within federal and state regulatory timeframes.
6. Track complaint trends and identify opportunities for process improvement; Facilitate Patient Complaint Committee, including meeting preparation, agenda development, case presentation, and follow-up actions.
7. Review, track, and assist with investigations of occurrence reports and patient safety events.
8. Conduct EMTALA transfer reviews and assist with patient tracers, risk assessments, and other activities designed to identify opportunities for risk reduction and process improvement.
9. Accepts and completes other duties as assigned or requested.

ABOUT MOUNTAIN VIEW:

Mountain View Hospital and our affiliate clinics are committed to providing compassionate, cutting edge care to our patients. We serve the entire Snake River Valley – all the way from Pocatello to Rexburg. Our medical capabilities span everything from wound care to urgent care, oncology to neurology, physical therapy to speech therapy, a Level III NICU, robust robotic surgery department and a continuously expanding rural health practice.

Our work environment is mission driven, people-centric and supportive. It is what sets apart and makes people excited to come to work each day. If you are looking for a career where you can make a difference in your community, we invite you to apply.

Education/Certification:  High school diploma or GED. Associate degree preferred.

Experience:  1-2 years hospital or similar experience and/or training; or equivalent combination of education and experience.