Experience of Care Specialist II

Patient Experience Investigator

Supports the patient and family experience through the investigation of patient/family complaints, concerns, and other feedback received by the organizations. Complaints and grievances include, but are not limited to, the care provided by physicians and other health care professionals, potential liability, quality of care, Sutter Health policy and procedure, and extensive conflict resolution with challenging patients and families. Problems encountered are often of a high level of complexity and require a great deal of innovation. Must collaborate closely with managers, physicians and staff throughout the organization. Collaboration across legal and risk management services is required on a frequent basis for complex medical legal issues. Assists staff members who request intervention in diffusing difficult or volatile patient situations.

Education:

• Bachelor's in degree in Business Administration, Nursing, Social Work, or other health care related field

Typical Experience:

• 2 years recent relevant experience

Skills And Knowledge:

• Oral and written communication skills. Must demonstrate writing skills including the ability to synthesize the facts of an investigation and respond with compassion to patients on behalf of the organization.
• Analytical skills, including medical record review/analysis, investigation of quality of care complaints and synthesize facts to follow up on related patient complaints and related safety issues.
• Case management skills: ability to manage a high caseload while providing document and timely responses to meet regulatory timelines.
• Must possess interpersonal, conflict resolution and problem-solving skills while working in a fast-paced environment.
• Computer skills including word processing, email, calendar and data base, and departmental specific software.
• Sensitivity to issues of diversity and demonstrates cultural competence.
• Ability to work collaboratively with managers, faculty and staff throughout the institution.
• Ability to work independently and be resourceful when navigating complex situations.

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Monday - Friday

Weekend Requirements:

Occasionally

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

40

Employee Status:

Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $35.04 to $52.56 / hour

The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate's experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health's comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.