Dignity Health Customer Service Patient Advocate in MERCED, California


Mercy Medical Center, a Dignity Health member, has been building a rich history of care in our community for more than 100 years. We have grown from a small one-story wooden structure into a major healthcare provider with a new 186-bed main campus, offering the latest in facility design and technology. Mercy also operates Outpatient Centers, a Cancer Center and several rural clinics.

Wherever you work throughout our system, you will find faces of experience with dedication to high quality, personalized care. Joining our 1,300 employees, 230 physicians and many volunteers, you can help carry out our commitment to providing our community with the excellence they have come to associate with Mercy Medical Center.


Position Summary:

  • The Patient Advocate supports MMC’s patients and visitors and staff by responding to customer satisfaction issues/concerns/needs raised by patients or visitors. He/she facilitates the resolution of customer satisfaction issues, and facilitates service recovery when appropriate. T

  • The Patient Advocate uses excellent communication and customer service skills to provide individualized attention to patients, their families and visitors by acting as the liaison between the patients/family and the medical team.

  • He/she will assure that customer concerns and complaints directed to the Patient Advocate are resolved proactively by assessing patient satisfaction, by facilitating communication of information between customers and caregivers, and responding to complaints.

  • This individual works closely with MMC’s Risk Manager when appropriate. This position also acts as the Pet Therapy Coordinator for MMC.


Minimum Qualifications:

  • Must possess excellent communication skills, tact, stress management skills and the ability to relate well with diverse personalities and cultures.

  • Demonstrates knowledge in computer skills (word processing and spread sheet)

  • Knowledge of medical terminology.

Preferred Qualifications:

  • High school graduate or equivalent

  • Formal customer service training

  • Ability to meet deadlines and provide quality work

  • Ability to plan, organize, delegate and complete assigned projects and activities.

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Equal Opportunity

Dignity Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status or any other characteristic protected by law. For more information about your EEO rights as an applicant, please

If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this telephone number.

Job ID 2018-52456

Employment Type Full Time

Department Hospital Administration

Hours / Pay Period 80

Facility Mercy Medical Center Merced

Shift Day

Location MERCED

State/Province CA

Standard Hours 8- 5 PM, Mon-Fri