Patient Experience Specialist
3 weeks ago
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 Apply Now 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. 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. #J-18808-Ljbffr
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