Job Description

UW Medical Center-Montlake’s Patient Relations Department has an outstanding opportunity for a Patient Relations Manager.

WORK SCHEDULE

• 100% FTE
• Days

DEPARTMENT DESCRIPTION

UW Medical Center-Montlake Patient Relations responds to sensitive patient complaints and grievances that may involve quality of care, patient safety, service concerns, and regulatory requirements

PRIMARY JOB RESPONSIBILITIES

• Serve as the initial point of contact for patient, family, and visitor concerns received in person, by telephone, or in writing
• Investigate and evaluate concerns in collaboration with appropriate clinical, administrative, and operational staff
• Determine whether concerns can be resolved at the point of service and facilitate resolutions when appropriate
• Conduct impartial reviews of patient complaints and grievances in accordance with established regulatory and organizational guidelines
• Recommend and implement appropriate resolutions to address patient concerns and improve patient satisfaction
• Facilitate the use of service recovery tools and resources to address patient experience concerns.
• Document service recovery activities and monitor utilization
• Recommend patient charge adjustments for service recovery purposes in compliance with hospital policies
• Advocate for patients and families to ensure concerns are addressed appropriately and respectfully
• Document investigations, interviews, findings, and actions taken regarding patient concerns
• Prepare and maintain accurate records and reports related to patient complaints and grievance reviews
• Ensure timely written responses to formal quality-of-care and customer service complaints.
• Maintain compliance with hospital policies and applicable state, federal, and regulatory agency requirements
• Interpret hospital policies, procedures, and services for patients, patient representatives, staff, providers, and departments
• Serve as a resource and consultant to managers, physicians, and staff regarding patient relations matters and complaint resolution strategies
• Promote effective communication between patients, families, providers, and departments to support a positive patient experience

REQUIREMENTS

Bachelor’s degree in social work, healthcare administration, or another related field. And three to four years of professional patient relations experience involving responsibility in administrative, professional, and patient contact.

Excellent customer service skills.

Excellent verbal and written communication skills.

Experience working with patients and their families in challenging situations.

Desired

Training and skills in conflict management and mediation.

Previous work experience in a large hospital setting, responsible for service recovery and patient relations.

Other information

The position is based on-site Monday through Friday in a private and confidential work environment. Work is conducted primarily through telephone calls, video conference, email, and written correspondence. This position requires strong communication and documentation skills, professionalism, empathy, compassion, and the ability to remain objective without taking concerns personally.

Compensation, Benefits and Position Details

Pay Range Minimum:

$69,720.00 annual

Pay Range Maximum:

$93,000.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable