Heaven Tesfaye

Lead Patient Advocate @Denver Health

Denver, CO, US

Serves as a resource to other patient advocates by being the first level of escalation on complex/challenging cases.• Takes lead on investigations that require additional resources and/or expertise. • Manages complex patient concerns and grievances by serving as designated liaison between patients, the health facility, and other agencies through which patients may voice their problems and concerns. • Expertly interacts and communicates with patients and other customers. • Identifies and assesses problems that may arise for difficult or complex cases: investigates and directs inquiries and complaints to appropriate staff members. Follows up on complaints to ensure resolution is satisfactory. • Refers patients to appropriate services and resources and responds personally when other alternatives are not available.

University of Colorado Boulder

Bachelor of Arts (B.A.), Psychology