Job Description

Harborview Medical Center’s Patient Relations department has an outstanding opportunity for a Patient Relations Representative.

WORK SCHEDULE

• 100% FTE

• Day Shift

POSITION HIGHLIGHTS

• Serve as a key liaison between patients, families, and the healthcare team to ensure a positive patient experience

• Patient Relations Representative plays a crucial role in upholding patient rights, supporting service recovery efforts, and identifying opportunities for process improvement

PRIMARY JOB 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, nursing staff, and administrators to facilitate communication and resolve patient issues effectively in accordance with regulatory guidelines

• 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 regulatory requirements

• Assist in service recovery by facilitating resolutions that align with hospital policies while enhancing the patient’s experience

• Collaborate with leadership to implement quality and process improvement initiatives regarding the patient experience

• Participate in training sessions and programs aimed at improving patient satisfaction and service excellence

• Ensure compliance with regulatory guidelines, such as HIPAA and patient confidentiality standards

REQUIREMENTS

• Bachelor’s degree in healthcare administration, social work, communications, or a related field, graduate degree preferred

• Minimum of 1-3 years of experience of customer service, patient relations, healthcare administration, or a related field

• Experience in a hospital or healthcare setting is preferred

• Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

SKILLS AND COMPETENTCIES

• Exceptional ability to analyze situations, think critically, and resolve conflicts effectively

• Strong organizational and time management skills with the ability to manage multiple priorities

• Maintain composure and professionalism in high-pressure or emotionally charged situations

• Proficiency in Microsoft Office Suite and experience with electronic record-keeping systems to track patient complaints and ensure compliance with regulatory requirements

Compensation, Benefits and Position Details

Pay Range Minimum:

$69,720.00 annual

Pay Range Maximum:

$104,568.00 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