Grievance Coordinator

Clinica Sierra Vista is excited to be one of the largest Federally Qualified Health Centers in the Nation! We’re honored to serve the men and women of the fields. We also offer care and support to the inner city, the rural and isolated, those of low, moderate, and fixed incomes, and families from an array of cultural backgrounds who speak several languages. We don’t inquire about immigration status because we simply don’t need to know. If you come to us, we will treat you like any other patient.

As we grow our team, we are looking for individuals who believe the patient is always #1.

Why work for us?

• Competitive pay which matches your abilities and experience
• Health coverage for you and your family
• Generous number of vacation days per year
• A robust wellness plan and health club discounts
• Continuing education assistance to grow and further your talents
• 403(B) plan with company matching

Intrigued? We’d love to hear from you! Please review the job details below and then click “apply.”

We're looking for someone to join our team as a Grievance Coordinator who:

The Compliance and Risk Grievance Coordinator will be delivering support services to Clinica Sierra Vista's Compliance and Risk department. This position works closely with the Compliance and Risk Administrator and Compliance and Risk Coordinators, along with stakeholders such as the Directors of Practice Management (Fresno and Kern), the Senior Leadership Team, Clinical Team, etc. to process, investigate, and generate reports concerning patient grievances. This position will work to research and reply to patient grievances and complaints, incorporating staff and patient accounts of incidents, supporting evidence and documents, and Clinica Sierra Vista policies and practices to resolve any issues in a timely manner. This position is responsible for coordinating the facility-wide patient grievance process, compiling statistics, and analyzing trends related to patient grievances and complaints.

Essential Functions:

1. Serves as the organization's designee to receive, respond, and follow-up on patient complaints and grievances.
2. Escalates issues to appropriate personnel /departments as necessary to obtain timely and satisfactory resolution.
3. Proactively collaborates with health plans, patients, leaders, and staff to resolve patient grievances.
4. Maintains up-to-date knowledge regarding Clinica Sierra Vista's handbook, policies, and procedures.
5. Drafts and distributes standard of behavior letters to patients, as needed, in accordance with CSV policies and procedures.
6. Analyzes complaint data to identify opportunities for improvement and reports data to Compliance and Risk Manager and affiliated stakeholders (leadership, providers, staff, etc.) to facilitate change.
7. Support the Compliance and Risk Department
   • Attends meetings with items related to patient grievances, as needed.
   • Ensures grievance and complaint data is compiled in a clear and concise manner and is easily accessible to the other members of the Compliance and Risk Department.
   • Supports any ongoing Compliance and Risk Department projects, as directed by the Compliance and Risk Manager. Participates in process improvement activities.

8. Consistently demonstrates customer service skills to patients, physicians, visitors, employees, or any other individuals they may encounter.

9. Receiving and logging incoming calls related to patient complaints/grievances.

10. Create and maintain surveys, reports, and presentations as directed.

11. Collaborate and communicate with Directors/Managers/Coordinators on all Patient Grievance related projects.

12. Perform other job-related duties as assigned.

You'll be successful with the following qualifications:

1. Bachelor's degree, one (1) year of related job industry experience, or equivalent combination of education/experience: Required
2. Knowledge of clinical practices; MA certification preferred.

3. Bilingual (English and Spanish): Preferred

4. Proficiency in Microsoft Office with an emphasis on Excel and Word.

5. Previous experience with EMR Applications, preferably EPIC

Clinica Sierra Vista values human rights, goodwill, respect, inclusivity, equality, and recognizes that the organization derives its strength from a rich diversity of thoughts, ideas, and contributions. As leaders in healthcare industry, we aspire to be an employer of choice by promoting an organizational culture that reflects these core values. We seek to attract, develop, and retain a talented and dedicated workforce where people of diverse races, genders, religions, cultures, political affiliations and lifestyles thrive. Our goal is to create a welcoming and inclusive environment that empowers our employees to provide the highest level of service to our community of residents and businesses; they’re counting on us.

Clinica Sierra Vista is an equal opportunity employer and strives to attract qualified applicants from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, marital status, ancestry, physical disability, mental disability, medical condition, genetic information, military and veteran status, or any other status protected under federal, state and/or local law. We aim to create an environment that celebrates and embraces the diversity of our workforce. We welcome you to join our team!