Senior Patient Experience Specialist - 122756

Under the direct supervision of the Patient Experience Manager, the Senior Patient Experience Specialist works on-site serving as a bridge between patients and UC San Diego Health team members, providing immediate support for patient experience concerns. The Senior Patient Experience Specialist will collaborate with clinical and administrative colleagues to ensure feedback is classified properly and handled according to CMS guidelines and regulations.

The Senior Patient Experience Specialist establishes partnerships with clinical and administrative team members, building a strong understanding of processes and policies as well as providing guidance on improvement opportunities to reduce patient complaints and grievances.

The Senior Patient Experience Specialist has in-depth knowledge of the complaint and grievance process, superior conflict resolution skills, an understanding of departmental and organizational resources to address patient concerns, superior knowledge of patient satisfaction best practices, excellent verbal and written communication skills, and listens with care and empathy. The Senior Patient Experience Specialist exercises excellent judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved when handling volatile, sensitive, or politically charged situations.

• Nine (9+) years or more of related experience with education/training on complaints and grievances process in complex health care organization, OR a Bachelor's degree in a related area and five (5+) years of related experience/training in complaints and grievances process in complex health care organization.

• Advanced knowledge in patient satisfaction theory and industry best practices. Ability to apply knowledge and skills to recommend improvements to current Patient Relations processes.

• Ability to maintain a professional attitude during interaction with a wide variety of personalities in demanding situations. Ability to establish and maintain cooperative working relationships with patients, guests, and team members.

• Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment, as well as effectively and accurately document patient feedback and processes and procedures.

• Advanced conflict resolution skills, with the ability to deescalate volatile situations and challenging patients on-site and in real-time in effort to minimize further escalation.

• Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines, and apply creativity (originality) in problem-solving.

• High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, and Outlook.

• 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, 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.