Patient Experience Specialist - 129574

Payroll Title:
PAT REL PROFL 3 CX Department:
Patient Experience Hiring Pay Scale
$33.02 - $48.11 / Hour Worksite:
Lightwave Avenue Appointment Type:
Career Appointment Percent:
100% Union:
CX Contract Total Openings:
1 Work Schedule:
Days, 8 hour shifts, Monday - Friday

#129574 Patient Experience Specialist
Filing Deadline: Tue 9/3/2024
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UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

UCSD Layoff from Career Appointment : Apply by 8/21/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants : Apply by 9/3/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

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.

Key Responsibilities:

• 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.

MINIMUM QUALIFICATIONS

• 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 abilities to hear key components of patient feedback in order to effectively triage complaint/grievance.
• Excellent written communication skills.
• 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.

PREFERRED QUALIFICATIONS

• 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.

SPECIAL CONDITIONS

• 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.

This position has recently been accreted by Teamsters CX union, and will be a part of that union moving forward.

Pay Transparency Act

Annual Full Pay Range: $68,948 - $100,452 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $33.02 - $48.11

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

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If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

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!

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.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community .

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

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

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.