Spine Patient Coordinator 3 - 139798

The Department of Orthopedic Surgery at UC San Diego School of Medicine is a diverse patient, research, education, and academia focused, high-performing Department with a commitment to quality, collaboration, innovation, and continuous improvement. Orthopedic Surgery provides treatment for disorders of the musculoskeletal system, offering comprehensive and innovative services.

The Department offers a full spectrum of musculoskeletal clinical care, specializing in foot and ankle, hand and microvascular surgery, joint reconstruction, physical medicine and rehabilitation, spine, sports medicine, orthopedic oncology, and trauma. Research expertise includes advancements in muscle metabolism and physiology, neuromuscular bioengineering, intervertebral disc, and musculoskeletal physiology and epidemiology. The Department supports an ACGME accredited residency program and fellowship in hand and microvascular surgery, as well as fellowship programs in joint reconstruction, spine, and trauma.

Under the supervision of the administrative director of orthopedic surgery, the incumbent will serve as a non-clinical resource and liaison for patients and their families. Assists with navigating all aspects of the healthcare system. Uses knowledge of the unit or clinic to resolve issues and identify ways to increase patient satisfaction. Collaborates with department managers to meet patient expectations, achieve quality outcomes and build a patient focused culture.

• Provides support during patient stay or clinic visit. Recommends changes or new processes to increase patient satisfaction in navigating across the healthcare system for services.
• Addresses patient grievances at point of service. Identifies appropriate resource as needed. Investigates patient complaints and grievances about barriers (or perceived barriers) for patient satisfaction.
• Analyzes patient satisfaction reports and metrics to identify areas for improvement. Collaborates with managers and colleagues across the healthcare system to formulate and implement changes to processes and / or action plans.
• Develops library of resources, and orientation information for patients. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
• Collects, evaluates and presents meaningful use and / or relevant operations data and metrics for leadership. Establishes recommendations for follow up and action plans for improvement.
• Participates in medical center committees or task forces and other special projects as required to support improvements in the patient experience. Contributes to creating new marketing tools and follow-up surveys to increase patient awareness and positively impact overall business. May participate on teams for improvements in clinical applications, in conjunction with workflows.
• Liaisons with departments, proposes improvements to workflows; facilitates improved coordination of care based on each practice's scheduling requirements.
• Anticipates and initiates coordination activities; provides road maps for patients to set expectations and coordinate care in alignment with patient's needs.

• Bachelor's degree in related area and / or equivalent experience / training.
• Three (3) or more years of relevant experience.
• Exceptional Customer Service skills

• Must be willing to reasonably accommodate flexible work hours according to patient availability (e.g. returning phone calls).
• Must have training and experience in working with health care specialists such as surgeons, advanced practice providers, and administrative staff.
• Employment is subject to a criminal background check and pre-employment physical.