Patient and Donation Experience Advocate II at OneLegacy

Join Us in Transforming Lives Every Day

At OneLegacy, every moment counts. As the nation's largest organ, eye, and tissue recovery organization, we are dedicated to saving lives and sharing hope. Guided by our values of integrity, compassion, stewardship, diversity and inclusion, urgency, innovation and excellence, and collaboration, our team works tirelessly to honor every gift of donation. This is more than a job; it’s an opportunity to make a profound impact on countless lives.

This is the career in medicine that you never knew existed. An exciting and rewarding profession in the field of organ and tissue donation, where you can truly save lives and make a difference every day.

Job Type: Full-time, Exempt.

Work Hours: Forty-hour workweek. Must be available evenings, weekends and holidays, as required.

Work Setting: In-person 

Location: Azusa, CA

Travel: The Patient and Donation Experience Advocate II is occasionally required to travel by personal auto or air to meeting sites and other locations.

Summary of Functions:

The Patient and Donation Experience Advocate II is responsible for reviewing, triaging, and managing all complaints received by OneLegacy, including those from donor families, hospitals, business partners, and OneLegacy staff. This role ensures that each complaint is appropriately assessed for risk, routed for timely resolution, and addressed with professionalism, sensitivity, compassion and integrity. The Patient and Donation Experience Advocate II develop clear and compassionate communications, and partners with internal stakeholders to coordinate investigations and corrective actions. Additionally, this role builds trust and works effectively with cross-functional teams to ensure follow-through on commitments and deadlines while promoting a culture of service excellence. The advocate helps identify and implement opportunities to improve satisfaction, optimize processes, and strengthen relationships across the continuum of patient and donor management.
This position requires strong skills in risk management, project management, documentation, organization, attention to detail, and stakeholder engagement to ensure that complaints are managed in a manner that protects organizational integrity, enhances relationships, and improves the donation and transplantation experience.

Duties & Responsibilities:

Essential Job Functions:

1. Receive and log all complaints from donor families, hospitals, business partners and OneLegacy staff.
2. Assess the nature, urgency, and potential risks of complaints, including legal, regulatory, reputational, or operational impacts.
3. Drawing on ability to empathize and look at situations from a variety of perspectives, creatively and effectively facilitate patient & donor experience while anticipating patient and family needs, taking into account various cultures, religions, and individual needs and balancing OneLegacy organizational operations and need.
4. Triage complaint to appropriate departments for follow-up based on severity and scope.
5. Serve as the initial point of contact and draft communications to respond to complaints in a professional and timely manner.

6. Maintain confidentiality and ensure compliance with HIPAA and all applicable patient privacy regulations.

Risk Assessment and Root Cause Analysis
1. Evaluate risks associated with each complaint and advise leadership on recommended actions.
2. Identify systemic risks, track and analyze recurring issues or trends.
3. Collaborate with the Director of Quality and other leaders to determine when immediate intervention is required.
4. Collaborate with internal teams to perform root cause analysis and recommend corrective/actions (CAPA) where needed.
5. Leverage quality tools (e.g., Pareto charts, Ishikawa diagrams, sampling plans) for investigations and reporting.

Investigation & Resolution Coordination
1. Develop action plans for complaint investigation and resolution in collaboration with internal teams.
2. Facilitate collaboration across clinical, operational, and administrative teams to ensure timely follow-up and closure.
3. Maintain accountability by monitoring deliverables, deadlines, and status updates.
4. Draft and review response letters, emails, or other correspondence to complainants to ensure accuracy, consistency, and tone alignment with OneLegacy’s values.

Project and Stakeholder Management
1. Lead project management efforts related to complaint investigations, ensuring milestones and timelines are met.
2. Proactively manages complaint process and supports service recovery program.
3. Identify & manage opportunities to improve satisfaction, optimize processes, and strengthen relationships across the continuum of patient and donor management.
4. Facilitate regular check-ins with stakeholders to track progress and provide updates.
5. Escalate unresolved issues or barriers to leadership as needed.

Quality and Process Improvement
1. Maintain documentation of all complaints, investigations, and resolutions in alignment with OneLegacy policies and regulatory requirements.
2. Take an active role in improving patient and donation experience while providing creative solutions to unique challenges.
3. Develop and present metrics and reports on complaint volumes, categories, resolution times, and outcomes for leadership review.
4. Analyze complaint trends to identify opportunities for process improvement and staff training.
5. Partner with internal departments to identify & implement quality improvement opportunities based on complaint trends.
6. Collaborate with the Quality team to conduct targeted review of processes directly related to complaint investigations to ensure compliance and identify areas for improvement.
7. Support and promote a culture of continuous improvement, transparency, and accountability.
8. Additional duties as assigned.

Training and Documentation:
1. Support the development and delivery of training related to quality and compliance processes.
2. Using advocacy skills, managing patient and donation expectations and proactively educates and influences expected service behaviors with staff and physicians.
3. Educate staff on best practices for patient-centered communication, service excellence, and empathy in daily interactions.
4. Serve as a subject matter expert, author, or reviewer for policies, SOPs, and quality-related documents. Responsible for developing educational materials and policies that are patient and family centered.
5. Maintain complaint records in the electronic Quality Management System (eQMS).

Skills and Abilities:
1. Must have excellent verbal and written communication skills and interpersonal relationship skills including consultative and relationship management skills.
2. Demonstrated problem solving, critical thinking and investigative skills.
3. Must have strong interpersonal skills, including the ability to collaboratively work with all levels of management, staff, hospital personnel, vendors, and community members, on the phone and in person.
4. Ability to establish and maintain effective working relationships with physicians, managers, staff, volunteers, auxiliary member, community and volunteer organizations, media and general public.
5. Must have demonstrated quality skills and experience.
6. Must have demonstrated computer skills, including Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
7. Must have demonstrated technical writing skills.
8. Must have demonstrated ability to effectively deliver presentations and trainings.
9. Ability to assume responsibility without direct supervision, exercise initiative and judgment, and make decisions within the scope of assigned authority.
10. Must be able to effectively work independently and within a team.
11. Project Management experience with the ability to manage both time and priority constraints and to manage multiple priorities simultaneously.
12. Ability to maintain confidentiality of all information pertinent to donors, OneLegacy personnel matters and OneLegacy finances.
13. Flexibility and willingness to learn new tasks is required.
14. Knowledge of medical terminology.

Physical Environment/Working Conditions:
Location: The office is in Azusa, CA. The building is a non-smoking facility
Travel: The Patient and Donation Experience Advocate II is occasionally required to travel by personal auto or air to meeting sites and other locations
Work Hours: Forty-hour workweek. Must be available evenings, weekends and holidays, as required

Job Qualifications and Requirements:
Education: Bachelor’s degree in healthcare administration, risk management, quality improvement, communications, psychology, counseling, human resources/personnel management, or healthcare related field
Experience: Minimum 3 years of experience in complaints management, patient experience, quality, risk management, customer service or related role in healthcare.
Strong project management and organizational skills, with ability to manage multiple priorities. Preferred experience with quality investigations, audit processes, or corrective action plan management. Familiarity with CMS, UNOS, and regulatory requirements related to organ procurement organizations. Preferred experience in organ donation, transplantation, or healthcare quality improvement. Handling patient or family concerns and conflict resolution in a healthcare environment is strongly preferred.
Skills: Excellent written and verbal communication skills, with demonstrated ability to draft professional, empathetic correspondence. Ability to assess and communicate risks effectively to stakeholders at all levels. Proficiency with Microsoft Office Suite and ability to learn complaint-tracking systems. Ability to remain calm under pressure and manage sensitive situations with integrity and professionalism.
Certification/License: Must have a valid California driver’s license and maintain vehicle insurance that meets California minimum insurance coverage standards (or be able to obtain prior to hire. Preferred Certification in Quality, Risk Management, Patient Experience, or Project Management (e.g., CPHQ, CPPS, PMP).
Equipment: Reliable automotive transportation is required.

Salary Range: $70,000- $90,000

The above salary range represents a general guideline; however, OneLegacy considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.

Benefits

• Medical/Dental/Vision Plans –Employer pays 90% of premium cost for employee and their dependents
• 19 days of PTO
• 2 Floating Holidays
• 10 Holidays
• Life Insurance
• Supplemental Life Insurance
• Wellness Plans
• Employee Assistance Program
• Pet Insurance
• Gym Onsite
• Mileage Reimbursement to applicable positions
• Tuition Reimbursement
• Employee Referral Program
• 403b Retirement Plan with an annual discretionary 8% Employer contribution
• School Loan Forgiveness