Qualifications

• Bachelor's degree in healthcare administration, social work, communications, or related field; graduate degree preferred.
• 1-3 years of experience in customer service, patient relations, or healthcare administration.
• Experience in a hospital or healthcare setting is preferred.
• Equivalent education and/or experience may substitute for minimum qualifications.

Responsibilities

• Act as the primary point of contact for patient and family concerns, grievances, and compliments.
• Provide timely and empathetic responses to patient inquiries, ensuring concerns are addressed and resolved appropriately.
• Collaborate with healthcare providers and staff to facilitate communication and resolve patient issues effectively.
• Educate patients and families on their rights and responsibilities, as well as hospital policies and procedures.
• Document and track patient complaints, grievances, and resolutions in accordance with hospital policies and regulations.
• Assist in service recovery by facilitating resolutions that enhance the patient experience.
• Collaborate with leadership to implement quality and process improvement initiatives regarding the patient experience.

Benefits

• Comprehensive benefits package as defined by the University of Washington's employee benefits program.
• Opportunities for professional development and training programs focused on service excellence.