Patient Relations Manager, UW Medical Center-Montlake

Job Description

UW Medical Center-Montlakes 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

Bachelors 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.

ABOUT UW MEDICAL CENTER-MONTLAKE

UW Medical Center is an acute care academic medical center located in Seattle with two campuses: Montlake and Northwest. As the No. 1 hospital in Seattle and Washington State since 2012 (U.S. News & World Report) and nationally ranked in seven specialties UW Medical Center prides itself on compassionate patient care as well as its pioneering medical advances.

The UW Medical Center-Montlake campus is located on the edge of the beautiful UW campus which includes many amenities available to our staff as well as very convenient public transit options including the Sound Transits light rail station across the street.

ABOUT UW MEDICINE WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washingtons only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicines mission is to improve the health of the publicby advancing medical knowledge providing outstanding primary and specialty care to the people of the region and preparing tomorrows physicians scientists and other health professionals.

All across UW Medicine our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful welcoming environment where every patient family student and colleague is valued and honored. Nearly 29000 healthcare professionals researchers and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center UW Medical Center - Montlake UW Medical Center - Northwest Valley Medical Center UW Medicine Primary Care UW Physicians UW School of Medicine and Airlift Northwest.

Compensation Benefits and Position Details

Pay Range Minimum:

$69720.00 annual

Pay Range Maximum:

$93000.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position visit Shift (United States of America)

Temporary or Regular

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

ABOUT UW MEDICINE WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washingtons only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicines mission is to improve the health of the publicby advancing medical knowledge providing outstanding primary and specialty care to the people of the region and preparing tomorrows physiciansscientistsand other health professionals.

All acrossUW Medicine our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful welcoming environment where every patient familystudentand colleague is valued and 29000healthcare professionals researchers and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center UW Medical Center - Montlake UW Medical Center - Northwest UW Medicine Primary Care UW Physicians UW School of Medicine and Airlift Northwest.

Our Commitment

The University of Washington is committed to fostering an inclusive respectful and welcoming community for all. As an equal opportunity employer the University considers applicants for employment without regard to race color creed religion national origin citizenship sex pregnancy age marital status sexual orientation gender identity or expression genetic information disability or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process contact the Disability Services Office at or .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Required Experience:

Manager