San Ysidro Health
Risk and Patient Experience Analyst (Full Time Temp/Hybrid)
San Ysidro Health, San Diego, California, United States, 92189
Position Summary
Under the direct supervision of the Risk Management Director or designee, the Risk and Patient Experience Analyst is responsible for assessing and decreasing risks associated with patient safety incidents, as well as addressing grievances, appeals and improving patient experience through the risk management investigation process. Assist with development, evaluation, and implementation activities related to improving patient safety and the patient experience. Essential Functions of the Job
Analyze patient safety incidents, complaints, and grievances and develop risk mitigation strategies, proactive performance improvement and educational activities related to patient safety. Assemble, coordinate, record and facilitate multi-disciplinary teams to conduct root-cause analysis, gap analysis, failure mode and effect analysis (FMEA), or other applicable risk management tools used to review patient safety events, new services or organizational risk mitigation strategies. Partner with other members of Quality and Risk Management Departments to assure integration of efforts along the continuum of Patient Safety to Risk and Peer Review. Prepare case reviews addressing incidents related to possible involuntary disenrollment or voluntary disenrollment with SYH based on patient satisfaction, non-compliance or behaviors. Proactively identify, monitor and summarize participant satisfaction/complaint trends and report to the management team on a monthly/quarterly basis. Coordinate and participate in resolution of complaints, grievances and appeals based on SYH policies and procedures. Track all health plan and patient complaints and grievances. Provide timely written response according to regulation standards. Assist with education and training for staff on incident reporting, and the complaint/grievance process. In collaboration with the risk management leadership team or designee, develop a strategic plan to improve the participant experience through site visits, personal coaching and staff training to ensure service excellence competency of staff to drive participant experience improvement and satisfaction goals. Provide support with respect to participant satisfaction and relations/experience initiatives including the following: Meeting at sites that have identified areas of improvement Attendance at site meetings as necessary including all staff meetings and QA meetings Provide support through implementation and identification of ways to improve patient experience, streamline work processes, utilize resources more efficiently and reduce potential risk Provide support in the development, design, and modification of the SYH policies and procedures. Models excellent interpersonal, mediation, conflict management, communication, and problem solving skills. Additional Duties and Responsibilities
Communicates effectively with participants, co-workers and supervisor Enhance professional growth and development through participation in educational programs, current literature, in-service meetings and workshops. Exemplify excellent customer service with patients, visitors and other employees. Performs other duties as assigned. Works effectively in a team setting. Adheres to SYHealth attendance and punctuality policies and practices. Maintains all records and documentation as required ensuring participant privacy and confidentiality. Job Requirements
Education Required (Minimum level of education): Bachelor’s degree in healthcare administration or related field, or equivalent experience in lieu of a degree. Experience Required (Minimum level of experience): Minimum three (3) years’ experience in healthcare risk/quality/medical staff or related experience. Must have knowledge of current principles of risk management, patient safety and service excellence. Must have the ability to perform duties independently and accurately, including compiling and maintaining complex data and producing timely reports and updates. Must have the ability to handle multiple complex tasks with a high level of flexibility and with exceptional time management skills. Ability to represent the department with professional appearance and demeanor. Recent experience with audits, chart reviews, clinical management, risk management investigations, and report writing strongly preferred. Certifications/Licenses Required: Certified Professional in Healthcare Risk Management (preferred) Verbal and Written Skills Required to Perform the Job
Excellent oral and written communication skills required; active listening ability and knowledge of adult learning modes required to train, facilitate and motivate various staff in customer service and patient relations quality improvement activities. Technical Knowledge and Skills Required to Perform the Job
Proficient in Microsoft Office (Word, Excel, and Access) to write letter to participants and present data in easily understood formats; computer-literate to learn and operate practice management specific applications. Equipment Used
Networked personal desktop, laptop computer, tablet, or other hand-held device, document center and telephone. Working Conditions and Physical Requirements
Prolonged periods of sitting and standing; driving within the county to travel between clinic locations and to occasional community partner meetings. May be required to work evenings and/or weekends. Universal Requirements
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment. About Us: San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
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Under the direct supervision of the Risk Management Director or designee, the Risk and Patient Experience Analyst is responsible for assessing and decreasing risks associated with patient safety incidents, as well as addressing grievances, appeals and improving patient experience through the risk management investigation process. Assist with development, evaluation, and implementation activities related to improving patient safety and the patient experience. Essential Functions of the Job
Analyze patient safety incidents, complaints, and grievances and develop risk mitigation strategies, proactive performance improvement and educational activities related to patient safety. Assemble, coordinate, record and facilitate multi-disciplinary teams to conduct root-cause analysis, gap analysis, failure mode and effect analysis (FMEA), or other applicable risk management tools used to review patient safety events, new services or organizational risk mitigation strategies. Partner with other members of Quality and Risk Management Departments to assure integration of efforts along the continuum of Patient Safety to Risk and Peer Review. Prepare case reviews addressing incidents related to possible involuntary disenrollment or voluntary disenrollment with SYH based on patient satisfaction, non-compliance or behaviors. Proactively identify, monitor and summarize participant satisfaction/complaint trends and report to the management team on a monthly/quarterly basis. Coordinate and participate in resolution of complaints, grievances and appeals based on SYH policies and procedures. Track all health plan and patient complaints and grievances. Provide timely written response according to regulation standards. Assist with education and training for staff on incident reporting, and the complaint/grievance process. In collaboration with the risk management leadership team or designee, develop a strategic plan to improve the participant experience through site visits, personal coaching and staff training to ensure service excellence competency of staff to drive participant experience improvement and satisfaction goals. Provide support with respect to participant satisfaction and relations/experience initiatives including the following: Meeting at sites that have identified areas of improvement Attendance at site meetings as necessary including all staff meetings and QA meetings Provide support through implementation and identification of ways to improve patient experience, streamline work processes, utilize resources more efficiently and reduce potential risk Provide support in the development, design, and modification of the SYH policies and procedures. Models excellent interpersonal, mediation, conflict management, communication, and problem solving skills. Additional Duties and Responsibilities
Communicates effectively with participants, co-workers and supervisor Enhance professional growth and development through participation in educational programs, current literature, in-service meetings and workshops. Exemplify excellent customer service with patients, visitors and other employees. Performs other duties as assigned. Works effectively in a team setting. Adheres to SYHealth attendance and punctuality policies and practices. Maintains all records and documentation as required ensuring participant privacy and confidentiality. Job Requirements
Education Required (Minimum level of education): Bachelor’s degree in healthcare administration or related field, or equivalent experience in lieu of a degree. Experience Required (Minimum level of experience): Minimum three (3) years’ experience in healthcare risk/quality/medical staff or related experience. Must have knowledge of current principles of risk management, patient safety and service excellence. Must have the ability to perform duties independently and accurately, including compiling and maintaining complex data and producing timely reports and updates. Must have the ability to handle multiple complex tasks with a high level of flexibility and with exceptional time management skills. Ability to represent the department with professional appearance and demeanor. Recent experience with audits, chart reviews, clinical management, risk management investigations, and report writing strongly preferred. Certifications/Licenses Required: Certified Professional in Healthcare Risk Management (preferred) Verbal and Written Skills Required to Perform the Job
Excellent oral and written communication skills required; active listening ability and knowledge of adult learning modes required to train, facilitate and motivate various staff in customer service and patient relations quality improvement activities. Technical Knowledge and Skills Required to Perform the Job
Proficient in Microsoft Office (Word, Excel, and Access) to write letter to participants and present data in easily understood formats; computer-literate to learn and operate practice management specific applications. Equipment Used
Networked personal desktop, laptop computer, tablet, or other hand-held device, document center and telephone. Working Conditions and Physical Requirements
Prolonged periods of sitting and standing; driving within the county to travel between clinic locations and to occasional community partner meetings. May be required to work evenings and/or weekends. Universal Requirements
Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment. About Us: San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment. Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
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