The Experience of Care Specialist II provides temporary support for patient complaint and grievance management. This role serves as a key liaison between patients, families, physicians, clinical teams, and hospital leadership to investigate and resolve patient concerns while ensuring compliance with regulatory and organizational requirements. The ideal candidate has experience managing patient grievances, conducting investigations, reviewing medical records, and collaborating with multidisciplinary teams to promote service excellence and improve the patient experience. This is a non-clinical, onsite position requiring independent case management across both facilities.
Required Qualifications:
Bachelor's degree in Business Administration, Nursing, Social Work, Healthcare Administration, or a related field (or equivalent education and experience). 2+ years of recent experience in patient relations, patient experience, grievances, appeals, case management, or a related healthcare role. Experience investigating patient complaints and grievances, reviewing medical records, and documenting case findings. Experience with crisis intervention, service recovery, or complex patient situations. Experience partnering with Legal and Risk Management on complaint investigations. Key Responsibilities Investigate patient and family complaints, grievances, and quality-of-care concerns through interviews, medical record review, policy analysis, and collaboration with physicians and staff. Review medical records, hospital policies, procedures, and supporting documentation to determine appropriate case resolution. Prepare thorough, compassionate, and compliant written responses that meet CMS, CDPH, and organizational timelines. Manage a high-volume caseload while prioritizing cases based on urgency, regulatory requirements, and organizational standards. Partner with operational leaders to identify trends, develop corrective action plans, and support quality improvement initiatives. Coordinate service recovery efforts to improve patient satisfaction and resolve concerns effectively. Facilitate communication between patients, families, physicians, hospital leadership, and multidisciplinary teams. Collaborate with Legal and Risk Management on cases involving potential liability or complex medical-legal concerns. Participate in patient rounding and leadership follow-up activities to proactively identify and address patient concerns. Maintain accurate documentation of investigations, findings, recommendations, and case outcomes. Ensure compliance with CMS, CDPH, HIPAA, and Sutter Health policies and procedures.
AYA DELIVERS
… A robust team to support you every step of the way to ensure you start on time, have accurate payroll and an exceptional experience. And of course, you get the usual benefits such as: 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:
$36.00 - $39.00 per hour Application Question(s): Have you collaborated with physicians, nursing leadership, Legal, Risk Management, or hospital leadership to resolve complex patient concerns? Do you have at least 2 years of recent experience handling patient complaints, grievances, patient relations, or case management in a healthcare setting? Have you investigated patient or family complaints by reviewing medical records, interviewing staff, and documenting findings? Are you familiar with CMS and/or CDPH grievance response requirements and regulatory timelines?
