Job Description

Filing Deadline: Thu 9/12/2024

UCSD Layoff from Career Appointment: Apply by 9/4/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 9/12/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.

This position will remain open until filled.

DESCRIPTION

Under the direct supervision of the Patient Experience 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.

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.

MINIMUM QUALIFICATIONS

• Must have an active RN or CLSW license.

• Seven (7) years of related clinical experience in an inpatient setting, education/training OR a Bachelor’s degree in business, healthcare administration or related area plus three (3) years of related 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.

• A clinical background with experience providing clinical education, and serving as a liaisons with clinical service providers.

• Excellent written and verbal communications skills.

PREFERRED QUALIFICATIONS

• Knowledge of the state and federal regulations surrounding the patient grievance process
• Familiarity with UC San Diego Health
• Working knowledge of clinical, professional, and ancillary departments

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.

Pay Transparency Act

Annual Full Pay Range: $94,400 - $176,800 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $45.21 - $84.67

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.

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