Patient Experience Specialist - 116724
As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.
#116724 Patient Experience SpecialistExtended Deadline: Mon 8/22/2022
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 06/10/22 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 06/22/22. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Under the direct supervision of the Patient Experience Manager, the Patient Experience Specialist functions as a bridge between patients and UC San Diego Health, providing support and assistance for patient experience concerns and complaints. The Patient Experience Specialist performs detailed analytical and technical work related to the timely and thorough review of complex and sensitive feedback and complaints in order to correctly classify and direct each case to the appropriate individual(s) or department(s) for resolution. The Patient Experience Specialist will collaborate with clinical and administrative colleagues for a stronger understanding of internal policies and procedures, to ensure feedback, complaints, and grievances are handled in accordance with internal and external guidelines and regulations, and to optimize outcomes with the goal of increasing patient satisfaction.
- Intake, process, and triage concerns, complaints, and grievances in accordance to external regulations and internal policies and procedures.
- Accurate documentation of confidential and all other pertinent information within feedback module database used by the department.
- Active listening with care and empathy to assist patients in obtaining resolutions.
- Application of patient satisfaction best practices at each interaction and when handling sensitive or potentially abusive, threatening, and volatile situations.
- Use of excellent verbal and written communication skills to formulate appropriate responses.
- Use of conflict resolution skills, exercises proper judgment, and understands departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
- Collaborates with Risk Management when identifying patient issues that may put UCSDH at risk.
- Generate patient presentation cases for Patient Grievance Review Committee as part of advanced review of patient’s concerns, complaints, and financial requests.
- Maintains patient confidentiality and privacy in all matters and fosters the same in others.
- Educates patients about their rights and responsibilities and assists with Advanced Directives.
- Contributes towards team goals and strategies and identifies opportunities for process and system improvements.
- Other duties as assigned.
Seven (7) years of administrative analysis, guest/patient relations, patient experience, patient de-escalations or similar experience OR a Bachelor's degree in business, healthcare administration, or related area AND Three (3+) or more years of similar experience.
Ability to produce high quality work, keep commitments and meet deadlines. Productive in work volume, speed, quality and consistency.
Strong skills to evaluate issues and identify solutions within defined policies and procedures. Proven ability to address problems and suggest solutions through critical thinking process.
Excellent active listening skills and strong abilites to hear key components of patient feedback in order to effectively triage complaint/grievance.
Effective interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that compliment others and supports Patient Experience efforts.
Thorough knowledge of Patient Experience techniques and procedures. Applies knowledge to provide patient support and improve patient satisfaction.
Demonstrated knowledge of medical terminology.
- Familiarity with UC San Diego Health and working knowledge of clinical, professional, and ancillary departments.
- Understanding of Patient Rights and Responsibilities and external regulations such as CDPH, TJC and CMS.
- Knowledge and experience and/or certification in Lean Six Sigma, change management, or project management.
- Bilingual - English/Spanish.
- 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).
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.
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, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!
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