DESCRIPTION

Reporting to the Director of Patient Engagement and Experience Strategy is a Compass Guest Relations Liaison responsible for providing daily urgent referral assistance and care coordination/navigation to all high-level Compass Guest Relations patients and also to patient experience patients. The Compass Guest Relations Liaison is administratively responsible for providing efficient, personalized services to these patients in order to coordinate access to all institutional clinical services. Services may include: registration, obtaining medical records, multiple appointment/consultation scheduling, transportation and hotel accommodations, and personalized patient escort service, etc. This position is responsible for effectively and professionally communicating and interacting with a diverse population of Compass Guest Relations patients, their families, and referring entities, including Fortune 500 business leaders and owners, major donors and "friends" of UCSD, politicians, celebrities, UC Senior leadership and faculty, etc.

PATIENT EXPERIENCE - The Compass Guest Relations Liaison has an in-depth knowledge of the Health care organization, processes, and resources to creatively and effectively facilitate patient care and to deliver quality services which patients will perceive as adding value to their experiences. Demonstrates flexibility and ability to support and assist patients and families who present grievances and concerns regarding their medical care. Listens with empathy and caring, then researches, problem solves and advocates, ensuring the patients are assured that their concerns are taken seriously. This individual 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.

MINIMUM QUALIFICATIONS

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

• Strong knowledge of Patient Rights &Responsibilities, Joint Commissionstandards, and Centers for Medicare /Medicaid regulations. Knowledge ofMedical Terminology. Strong knowledgeof data collection, compilation, andanalytical techniques.

• Strong skills to comprehend and assesspatient's grievances to quickly locateappropriate resource for assistance.In-depth knowledge of the organizationand how to get issues resolved.

• Ability to use discretion and maintain allconfidentiality.

• Strong interpersonal and customer serviceskills. Ability to communicate and resolveissues effectively with a diversepopulation of patients, staff andphysicians.

• Excellent analytical and problem-solvingskills. Ability to develop solutions andrecommend changes and follow throughwith implementation.

• Excellent written and verbalcommunication skills.

• Proficiency with Windows-basedsoftware including Microsoft word,Excel, Outlook. Knowledge of computersystems and software used in functionalarea.

PREFERRED QUALIFICATIONS

• Experience working with donors and/or VIPs.
• Knowledge of the healthcare system and how it works

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.