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#108769 Clinical Patient Experience Specialist

Initial Review Date: Fri 5/14/2021

This position will remain open until filled.

UCSD Layoff from Career Appointment: Apply by 04/16/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 04/27/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

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.

MINIMUM QUALIFICATIONS

  • Must have an active RN or CLSW license.

  • Seven (7) years of related experience, education/training, OR a Bachelor’s degree in related area plus three (3) years of 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.

  • Clinical background with experience providing clinical education, and serving as a liaisons with clinical service providers is required.

  • Excellent written and verbal communications skills.

  • Knowledge of the state and federal regulations surrounding the patient grievance process.

PREFERRED QUALIFICATIONS

  • Experience with guest relations, patient experience or similar hospital operations experience.
  • Familiarity with UC San Diego Health.
  • Working knowledge of clinical, professional, and ancillary departments.

SPECIAL CONDITIONS

  • Must be willing to work various hours and locations based on business needs.
  • Employment is subject to a criminal background check and pre-employment physical.

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!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health Sys
Payroll Title:
PAT NAVGTR CLIN 3
Department:
PATIENT EXPERIENCE
Salary Range
Commensurate with Experience
Worksite:
Hillcrest Medical Center
Appointment Type:
Career
Appointment Percent:
100%
Union:
Uncovered
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Monday- Friday

 

As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.