Job Details:

JOB TITLE

Experience of Care Specialist

II CONTRACT DURATION

26 weeks with potential to extend or become permanent

SCHEDULE

Monday-Friday 9:00 AM - 5:00 PM

WEEKEND REQUIREMENT

LOCATION

Roseville, CA

ONBOARDING TIME

Expect 2-3 weeks from offer acceptance to start date.

Requirements:

Bachelor's degree in Business Administration, Nursing, Social Work, or a healthcare-related field, or equivalent education and experience 2+ years of recent relevant experience in patient relations, patient experience, grievances, appeals, or case management Experience with investigating patient and family complaints, grievances, and quality-of-care concerns Experience with medical record, policy, procedure, and case documentation review Ability to manage a high caseload and meet CMS, CDPH, and organizational response timelines Strong written communication skills, including synthesizing investigation findings into compassionate responses Proficiency in conflict resolution, mediation, problem-solving, and service recovery Ability to collaborate with hospital leaders, physicians, clinical staff, and administrative departments Proficiency in word processing, email, calendars, databases, and department-specific software Ability to work independently across both assigned hospital campuses

Preferred Requirements:

Experience with crisis intervention involving difficult or volatile patient situations Experience collaborating with Legal and Risk Management on complex medical-legal matters Experience developing action plans related to complaint investigations and quality improvement Experience supporting patient rounding and leadership follow-up Experience working in a fast-paced, multi-facility hospital environment Demonstrated cultural competence and sensitivity to diverse patient populations Summary /

Duties:

The Experience of Care Specialist II provides temporary coverage for patient complaint and grievance. This role investigates complex patient and family concerns through interviews, medical record review, policy analysis, staff and physician consultation, and case conferences. Responsibilities include managing regulatory correspondence, documenting findings, communicating outcomes, supporting service recovery, and ensuring timely responses that meet CMS, CDPH, and organizational requirements. The specialist partners with operational leaders to develop action plans, supports patient rounding, and collaborates with Legal and Risk Management when concerns involve potential liability or complex medical-legal issues. This is an onsite, non-clinical role requiring independent case management across two hospital campuses.

AYA DELIVERS

… Front-of-the-line access to exclusive jobs at thousands of healthcare facilities nationwide. A robust team and dedicated recruiter to support you every step of the way to ensure you start on time, have accurate payroll and an exceptional experience. A credentialing specialist to streamline the entire compliance process. Premium medical, dental, vision and life insurance beginning day one of your assignment. Aya Healthcare is an Equal Opportunity Employer and encourages all to apply!

Pay:

$35.00 - $38.00 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

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