The UCLA Extension Patient Advocacy Certificate Program will provide the knowledge, skills and competencies professionals need to successfully prepare for this emerging career. The curriculum covers the following topics: the fundamentals of the U.S. healthcare system; the role of patient advocates in a variety of healthcare settings; cultural competencies; interpersonal communication skills and strategies; care planning; grievance and complaint management; measuring customer satisfaction; customer service and service excellence; health care law and patient rights; insurance and healthcare finance; mediation, conflict and crisis management; clinical bioethics; and the Society for Healthcare Consumer Advocacy (SHCA) Domains of PracticeTM. The curriculum is evidence and outcome-based where progress depends on the student demonstrating mastery of educational objectives for each course.
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