Experience of Care Specialist II, Patient and Provider Advocacy

Sutter Health; United States; Remote; Full time

Job summary

Join a leading healthcare organization where you will support patient and family experiences by addressing complaints and concerns. This role requires excellent communication and analytical skills, as well as the ability to navigate complex situations collaboratively. You will work full-time, Monday to Friday, in a supportive environment focused on quality care.

Benefits

Benefits

Qualifications

• Equivalent experience may substitute for formal education.
• At least 2 years of relevant experience.

Responsibilities

• Investigating patient/family complaints and concerns.
• Handling complex problems requiring collaboration.
• Assisting staff in diffusing difficult situations.

Skills

Communication

Analytical skills

Case management

Conflict resolution

Problem-solving

Cultural competence

Education

Bachelor's degree in Business Administration

Bachelor's degree in Nursing

Bachelor's degree in Social Work

Job description

We are glad you are interested in joining Sutter Health!

Organization:

SMF-Sutter Med Foundation- Central

Position Overview:

This role supports the patient and family experience by investigating patient/family complaints, concerns, and feedback. Complaints may involve care quality, policy adherence, liability, and conflict resolution with challenging patients and families. The role involves handling complex problems requiring innovation and collaboration with managers, physicians, staff, and legal and risk management services. The individual will assist staff in diffusing difficult situations.

Job Description

Education:

Equivalent experience may substitute for formal education. A Bachelor's degree in Business Administration, Nursing, Social Work, or a related healthcare field is preferred.

Typical Experience:

At least 2 years of relevant experience.

Skills and Knowledge:

• Strong oral and written communication skills, including the ability to synthesize investigation facts and respond compassionately.
• Analytical skills, including medical record review and quality complaint investigation.
• Case management skills to handle high caseloads and meet regulatory timelines.
• Interpersonal, conflict resolution, and problem-solving skills in a fast-paced environment.
• Computer proficiency with word processing, email, calendar, database, and department-specific software.
• Cultural competence and sensitivity to diversity issues.
• Ability to collaborate across departments and work independently in complex situations.

Work Details:

• Shift: Days
• Schedule: Full Time
• Hours: 8 hours per day, Monday to Friday
• Weekend Requirements: None
• Benefits: Yes
• Union: No
• Position Status: Non-Exempt
• Weekly Hours: 40
• Employee Status: Regular

Sutter Health is an equal opportunity employer (EOE/M/F/Disability/Veterans). The pay range is $33.26 to $49.89 per hour, which may vary based on location, experience, education, skills, and organizational needs. Compensation includes a total rewards package with benefits.