111846 - Clinical Patient Exp. Specialist-Grievance Coord.
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#111846 Clinical Patient Exp. Specialist-Grievance Coord.Initial Review Date: Mon 12/6/2021
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment: Apply by 10/13/21 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 10/25/21. Eligible Special Selection clients should contact their Disability Counselor for assistance.
The description and qualifications of this posting have been updated as of 10/11/21.
This position will remain open until filled.
Under the direct supervision of the Patient and Guest Services Manager, the Clinical Patient Experience Specialist provides support, guidance, and assistance to team members, patients, and families as they move through the complex healthcare environment. Involves clinical expertise, coordination, and advocacy to assist patients and their families to cope successfully with the complexity of the hospital and health care system. The Clinical Patient Experience Specialist will perform regulatory and quality chart reviews for grievances, health plan grievances, and peer reviews, in addition to performing audits of Patient Experience Specialists’ iReports to ensure they meet all regulatory requirements.
The incumbent will explain complex medical items to patients and handle complex medical grievances that require clinical knowledge. This role will act as a liaison with Risk, Quality, Physicians, and Nursing to ensure regulatory requirements are met by the Patient Experience office with goals to increase patient satisfaction, resolve complaints and grievances, and to optimize outcomes. This individual utilizes clinical expertise to triage patient complaints to the correct person, department, and level; determines which cases require an in depth clinical review; and utilizes critical thinking, good judgement and analytical skills to propose evidence based efforts for improvement.
Must have an active RN or CLSW license.
Seven (7) years of related clinical experience in an inpatient setting, education/training OR a Bachelor’s degree in business, healthcare administration or related area plus three (3) years of related clinical experience in an inpatient setting.
Experience and proven success serving as a clinical resource and liaison for patients and their families and assisting with navigating all aspects of the healthcare system.
A clinical background with experience providing clinical education, and serving as a liaisons with clinical service providers.
Excellent written and verbal communications skills.
- Knowledge of the state and federal regulations surrounding the patient grievance process
- Familiarity with UC San Diego Health
- Working knowledge of clinical, professional, and ancillary departments
- Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic team!
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