Patient Safety & Resolution Specialist Risk Management Full Time 8 Hour Days (Exempt) (Non-Union)

The Patient Safety & Resolution Specialist plays a key role in responding to patient concerns adverse events and care-quality issues across Keck Medicine of USC. Reporting to the Senior Director of Claims and Finance within the Office of Integrated Risk Management the Specialist conducts thorough and impartial investigations; facilitates clear empathetic communication with patients and families; and manages cases through the complete grievance-to-resolution lifecycle including early communication under the Communication & Resolution Program (CRP). The Specialist also provides critical operational support for insurer reporting claims intake subpoenas legal record requests and discovery coordination. This role synthesizes complex clinical and legal information into clear accurate and compassionate written and verbal communication. Partnering closely with clinicians leadership the Office of General Counsel outside counsel and the organizations malpractice insurer the Specialist helps ensure transparent responses to adverse events compliance with regulatory and legal requirements and a systemwide commitment to learning patient safety fairness and trust.

Essential Duties:

• Patient Concerns Investigations & CRP Receive and triage patient/family concerns and regulatory grievances. Conduct structured interviews gather statements and synthesize relevant medical record information. Draft high-quality grievance responses reflecting CRP principlesempathy clarity transparency and accountability. Support early communication with patients/families following harm events; draft CRP letters; coordinate preparation and logistics for family meetings. Provide guidance emotional support and resources to clinicians involved in adverse events.
• Claims Administration & Insurance Coordination Prepare and submit First Reports of Claim to BETARMA and maintain complete organized claim files. Maintain timelines correspondence and documentation required for insurer processes. Support insurer investigations early-resolution discussions and compliance with policy and reporting requirements. Track deadlines exposures and data needed for internal reporting and insurer updates.
• Litigation Support Subpoenas & Discovery Process subpoenas legal inquiries and medical-record requests in accordance with policy confidentiality standards and privilege rules. Coordinate discovery responses with the Office of General Counsel (OGC) outside counsel and clinical departments. Assemble medical records statements timelines and other materials needed for litigation matters. Monitor litigation milestones hearings depositions filings and related deadlines.
• Learning Systems Improvement & Professional Standards Identify system issues trends and improvement opportunities arising from grievances CRP cases claims and litigation. Contribute to development of toolkits templates training materials workflows and policy updates. Maintain high standards of courtesy neutrality confidentiality and defensibility in all communication and documentation. Support learning across the organization and contribute to advancement of risk-management practice through analysis documentation and shared insights.
• Perform other duties as assigned.

Required Qualifications:

• Req Bachelors Degree Legal Compliance and Related Fields

• Req 5-10 years Experience in healthcare risk management patient relations/ experience grievance management medical litigation insurance law or claims administration

• Req Conduct structured objective investigations using interviews record review and chronology building.
• Req Analyze complex clinical and legal information and synthesize it into clear accurate summaries.
• Req Draft high-quality grievance responses CRP letters and insurer reports with empathy and precision.
• Req Communicate effectively with patients families clinicians executives insurers and counsel.
• Req Manage claims intake insurer reporting and documentation with accuracy and timeliness.
• Req Support litigation processes including subpoenas discovery coordination and record assembly.
• Req Interpret and apply regulatory requirements (CMS state internal policy) to grievance and claims workflows.
• Req Maintain confidentiality privilege protection and defensible documentation standards.
• Req Navigate sensitive emotionally charged interactions with professionalism and emotional intelligence.
• Req Coordinate across multidisciplinary teams and manage multiple deadlines in a dynamic environment.

Preferred Qualifications:

• Pref Masters degree Degree in a related field.
• Pref Experience in academic medical centers hospital risk management or insurance defense law
• Pref Knowledge of ASHRM best practices communication resolution programs and just culture frameworks
• Pref Familiarity with National Practitioner Data Bank (NPDB) reporting healthcare disclosure laws and international insurance policies

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
• Pref Certification - Job Relevant Paralegal Certificate or other legal qualification or Healthcare Risk Management Certificate

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at or by email at. Inquiries will be treated as confidential to the extent permitted by law.

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