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.
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.
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 providingclinical education, and serving as a liaisons with clinicalservice providers is required.
Excellent written and verbal communications skills.
Knowledge of the state and federal regulations surrounding the patient grievance process.
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.
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 is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.