Non-Clinical – Administrative/Quality Assurance Analyst

Job Title: Experience of Care Specialist II
Location: Onsite at Sutter Roseville Medical Center 3 days per week and Sutter Auburn Faith Hospital 2 days per week
Schedule: | Day, Full Time, Non-Exempt 8/80 | Approximately 5–6 months | Two-campus assignment, no direct patient care
Sutter Provides all Equipment

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 management across Sutter Roseville Medical Center and Sutter Auburn Faith Hospital. 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.