Job Description

Location: St. Luke's Behavioral Health Center
Posted Date: 2/15/2022

At St. Luke’s Behavioral Health Center we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion, and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs, and values.

We dedicate ourselves in the communities we serve to delivering excellent behavioral health care services to all and being responsible partners. No matter what your role, as a member of the Steward family, you are a specialist in making every patient and family feel right at home, every co-worker a key to our success, and every referring practice, a team of prized colleagues.

In support of this, we commit ourselves to the following values:






If you are seeking a fast-paced, challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do, our organization may be a good fit for you.


Responsible to St. Luke’s Behavioral Health Center for supporting the corporate mission, vision, and values. Reporting to the Director of Risk Management and working in partnership with the hospital administrative team to investigate, resolve, document and report patient and visitor complaints and concerns. Facilitate resolution of complaints and grievances of patients, family members, and visitors. Develop, implement, and participate in customer service and patient relations initiatives. Provide monthly accountability and variance analysis of customer service outcomes.


  • Document patient, family, and visitor concerns, complaints, and grievances. Include patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome.
  • Utilize a risk assessment analysis tool for each complaint to ensure appropriate triage of complaint to concerned parties
  • Prepare and present a report of all patient complaints and grievances to the Patient Grievance Committee on a bi-weekly basis and collaborate with the committee to determine appropriate steps to investigate, address, and respond to each concern.
  • Investigate complaints and grievances and work collaboratively with physicians, directors, and managers of the involved departments to develop a response to the complainant and an action plan to address identified opportunities for improvement.
  • Coordinate an implementation plan for the plan of action in collaboration with the involved physicians, directors, managers, hospital leadership, and Risk Manager
  • Compose letters, memos, etc. to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the grievance policy.
  • Responses to complainants must be completed in a timely manner in accordance with the complaint/grievance policy.
  • Analyze complaint and grievance data and collaborate with the Performance Improvement Committee on a monthly basis to improve the patient experience.
  • Identify systems related problems via patient and family complaint data; work collaboratively with physicians, administrators, and staff to resolve.
  • Collaborate with unit leadership to meet customer service and clinical quality outcomes.
  • Participate in committees, work groups, and or process improvement teams that improve patient and customer satisfaction.
  • Other duties as assigned.

The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all the work assignments that may be inherent in the job.


  • Bachelor of Science degree in behavioral health related field
  • Minimum of 3 years’ experience in a healthcare setting or patient advocacy environment.

Important COVID message

Please note, St. Luke’s Behavioral Health Center is taking additional, necessary preparations to ensure patients can receive compassionate care in a safe, carefully managed environment - with confidence and without fear. A stringent cleaning policy has been implemented throughout the hospital. A strictly controlled visitor and masking policy is required for patient safety. You can rest assured that we have made the necessary preparations to provide care in a safe, controlled, and professional way.

Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.

This position is subject to the COVID-19 Vaccination Policy for Steward Health Care Workforce. Employees in this position will be required to provide adequate proof of vaccination for COVID-19 by an FDA-approved vaccine prior to starting work. Steward will consider requests for exemptions from this vaccine requirement on the basis of medical condition or sincerely held religious belief in accordance with applicable Federal laws.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online