Experience of Care Specialist, Home Health & Hospice

Sutter Health•Sacramento, CA

1d•$34 - $51•Remote

About The Position

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.

Requirements

Patient and provider advocacy experience, preferably in Home Health or Hospice.
Bachelor's degree in Business Administration, Nursing, Social Work, or other health care related field, or equivalent experience.
2 years recent relevant experience.
Oral and written communication skills.
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.
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.

Responsibilities

Investigate patient/family complaints, concerns, and other feedback.
Handle complaints and grievances related to care provided by physicians and other health care professionals, potential liability, quality of care, and Sutter Health policy and procedure.
Engage in extensive conflict resolution with challenging patients and families.
Collaborate closely with managers, physicians, and staff throughout the organization.
Collaborate with legal and risk management services on complex medical legal issues.
Assist staff members in diffusing difficult or volatile patient situations.