Patient Relations Analyst

Job Summary

Rancho Cordova

Under general supervision, the position serves as a liaison between patients, families, and UCDH personnel for timely grievance resolution and works to achieve maximum satisfaction levels. Incumbent responds to verbal, written, in-person, and social media posts related to complaints and grievances. The position develops plans for case review, conducts and coordinates investigations and multi-disciplinary reviews recommending solutions, and exercises judgement in the development of responses to complex situations.

Represents UCDH as a subject matter expert in complaint and grievance related matters to internal departments and agencies (i.e., Clinical Affairs, Quality and Safety, Risk Management, Joint Commission, California Department of Public health, Health Plans and Patient Rights Advocates).

Apply By Date 2/1/2026 by 11:59pm

For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Experience mediating and negotiating conflict, set boundaries and facilitate solutions.
• Experience with computer applications, databases, and systems experience in an academic healthcare or related setting.
• Customer Service/Call Center Experience
• Experience with computer applications, databases and systems
• Demonstrated strong analytical and problem-solving skills.
• Organizational skills to work independently with little or no supervision.
• Excellent communication and interpersonal skills to communicate clearly and effectively verbally, in writing and in person with a diverse range of individuals at all professional levels.
• Excellent customer service skills.
• Knowledge of medical terminology, medical practices and procedures, and experience with medical record review techniques.

• Bachelor's degree in related area and/ or equivalent experience / training
• Experience in an Academic or Healthcare setting
• Comprehensive knowledge of healthcare issues, health plan regulations and requirements, regulatory agencies such as Joint Commission, NCQA, CMS and Title 22 and experience dealing with such agencies in matters related to the patient complaint/grievance process.
• Demonstrated skill set needed to perform interviews of patient/family and Health System personnel that will produce necessary and pertinent facts to assist with grievance or complaint resolution.

• 60% - Complaint/Grievance Management
• 30% - Service Excellence and Service Recovery
• 5% - High Profile Patients
• 5% - Other Duties as Assigned

Patient Relations serves as the "office of record" on behalf of Hospital Administration and is essential for meeting regulatory requirements. Patient Relations provides a formal mechanism for submission and resolution of complaints/grievances and promotes UCDH's public service mission and commitment to high-quality care/service and positive patient experiences and satisfaction. Patient Relations ensures the protection of patient's rights and responsibilities; mitigates risk liability and negative public relations for the institution and assists customers with navigating the medical center and accessing care/service.

• Salary or Pay Range: $39.93 - $54.81
• Salary Frequency:
  Hourly
• Salary Grade: 154
• UC
  
  Job Title:
  
  PAT REL PROFL 4 CX
• UC Job Code: 004492
• Number of Positions: 1
• Appointment Type:
  Staff:
  Career
• Percentage of Time: 100
• Shift (Work Schedule): 8 AM-5 PM
• Location:
  
  UCDHAS Building (HSP
  165)
• Union Representation: CX-Clerical/Admin
• Benefits Eligible:
  Yes
• This position is hybrid (mix of on-site and remote work)

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: (Use the "Apply for this Job" box below)..html

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the…