Job Description
Job Location: Central - Phoenix, AZ 85012
Position Type: Full TimeEducation
Level: Bachelor's Degree
Travel Percentage: In-Office
Job Shift: Day Shift
Job Category: OtherTerros Health is a healthcare organization of caring people, guided by our values of integrity, compassion, and empowerment. For more than 56 years, we have supported individuals and families through primary care, mental health, and substance use treatment — creating Hope, Health and Healing.
We are seeking a Patient Experience Advocate who will serve as both a trusted resource for patients and a key driver of patient experience improvement across our organization.
The Patient Experience Advocate plays a critical role in ensuring patients feel heard, supported, and respected throughout their care journey. This role provides direct patient advocacy and concern resolution, while also leading patient satisfaction data analysis, service excellence initiatives, and organizational engagement efforts to strengthen accountability and improve the overall patient experience. This position reports to the 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 & Resolution
- Serve as a primary point of contact for patient concerns, complaints, and service recovery
- Facilitate timely resolution between patients, families, providers, and clinic teams
- Conduct informal fact-finding and recommend fair, patient-centered solutions
- Support patients in navigating internal processes and connecting with appropriate departments
Patient Experience Data & Improvement
- Collect and analyze patient satisfaction survey results and complaint trends
- Identify patterns and opportunities for improvement in care delivery
- Translate patient feedback into actionable improvement plans
- Present insights and recommendations to clinic and senior leadership
Service Excellence & Organizational Engagement
- Partner across departments to strengthen a culture of service excellence
- Support accountability and engagement around patient experience priorities
- Facilitate trainings and awareness efforts to improve patient-centered communication
- Conduct focus groups with patients, families, and staff to inform improvement work
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 preferred or equivalent healthcare/behavioral health experience
- 3–5 years of experience in patient advocacy, service excellence, quality improvement, or healthcare operations preferred
- Strong analytical, communication, and presentation skills
- Ability to lead through influence and collaboration without direct authority
- Bilingual Spanish preferred
- Mediation or conflict resolution experience a plus
- Must obtain Arizona Fingerprint Clearance Card (Level 1) and pass required screenings
- Must pass a TB test, a criminal background check and drug test
At Terros, patient experience is not a department — it is a shared responsibility and a reflection of our mission. If you are passionate about advocacy, service excellence, and turning patient feedback into meaningful change, we would love to meet you.
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.
