UCSD Layoff from Career Appointment: Apply by 05/19/21 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 05/31/21. Eligible Special Selection clients should contact their Disability Counselor for assistance.
This position will remain open until filled.
Depending on experience of the selected candidate, the incumbent will be hired as PAT REL PROFL 3 or PAT REL PROFL 4.
The Senior Experience Specialist serves a bridge between patients and UC San Diego Health team members, providing immediate support for patient experience concerns. The Senior Experience Specialist will collaborate with clinical and administrative colleagues to ensure feedback is classified properly and handled according to CM guidelines and regulations.
The Senior Experience Specialist works to build relationships with clinical team members, building a strong understanding of processes and policies and providing guidance on improvement opportunities to reduce patient inquires and complaints.
The Senior 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 empathy and caring. 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.
Seven (7) years of related experience, education/training with complaints and grievance process in complex health care organization, OR a Bachelor's degree in related area plus three (3) years of related experience/training with complaints and grievance process in complex health care organization.
Thorough knowledge of Patient Relations techniques and procedures. Ability to apply knowledge and skills to recommend improvement to patient relations process.
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 processes and procedures.
Excellent organizational and time management skills, with 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, Outlook.
Ability to use discretion and maintain confidentiality.
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.
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.