We are so glad you are interested in joining Sutter Health!

Organization:

ABSMC-Ashby Campus

Position Overview:

Proactively interacts with patients, supports all levels of management and employees during interaction with patients and assists in the navigation of the overall health system to recover service breakdowns in real time. The role provides feedback, recommendations, and support in the design and improvement of patient care systems to coordinate an exceptional patient/guest experience.

Job Description:

JOB ACCOUNTABILITIES:

Partners with experience of care department to coach service recovery and de-escalation tactics with leaders.

Assumes responsibility for assessing issues and facilitating appropriate action; works with patients, families, and/or staff in handling and resolving problems that occur during the course of hospitalization or clinic visit; and exhibits the skills to manage complaints and use mediation and negotiation skills.

Serves as an advocate to increase patient/family awareness.

Educates leaders and physicians on practices and policies.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.

Performs proactive patient rounds in high volume areas, such as hospital units, emergency departments, and ambulatory settings. 

Collaborates with leaders to interpret and analyze issues as they relate to current systems and procedures through process improvement.

Coaches leaders in partnership with patient experience coaches on initiatives that enhance the overall patient experience.

Educates leaders and physicians on patient and provider advocacy practices and policies.

Collaborates with leaders to interpret and analyze issues as they relate to current systems and procedures through process improvement.

Represents the organization in a professional and positive manner to enhance both the organization's reputation and patient experience.

EDUCATION:

Equivalent experience will be accepted in lieu of the required degree or diploma

Bachelor's degree in business administration, social work, or other health care related field.

TYPICAL EXPERIENCE:

5 years recent relevant experience

SKILLS AND KNOWLEDGE:

Exhibits the skills to manage complaints and use mediation and negotiation skills.

Proficiency in using computers, software, and web-based applications.

Effective verbal and written communication skills and the ability to present information clearly and professionally.

Ability to work independently, organize workload to provide reliable follow-through and meet timelines, deadlines.

Ability to build strong relationships at all levels; develop a full understanding of company practices and tools and communicate them effectively.

Excellent interpersonal, conflict resolution skills, and analytical skills.

Ability to maintain strict confidentiality regarding patient contact information, medical information, and all sensitive issues.

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Variable

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 $0.00 to $0.00 / hour

The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package. ​