Patient Relations Analyst 4

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

Minimum Qualifications - 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.

Preferred Qualifications

• 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.

Key Responsibilities

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

Department Overview

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.

POSITION INFORMATION

• 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 (HSP165)
• Union Representation: CX-Clerical/Admin
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

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: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.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 UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Continuous 6 to 8+ Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Continuous 6 to 8+ Hours

Environmental Demands

• Loud noise levels - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Continuous 6 to 8+ Hours
• Complex problem solving/reasoning - Continuous 6 to 8+ Hours
• Ability to organize & prioritize - Continuous 6 to 8+ Hours
• Communication skills - Continuous 6 to 8+ Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Continuous 6 to 8+ Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Continuous 6 to 8+ Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks