Patient Relations Manager (Full-Time)

Job Description

PATIENT RELATIONS MANAGER (FULL-TIME)

Req #: 202263 Department: UW MEDICAL CENTER – PATIENT RELATIONS Job Location: UW Medical Center - Montlake, UW Medical Center - Northwest Posting Date: 02/02/2022 Closing Info: Open Until Filled Salary: Salary is commensurate with education and experience. Shift: First Shift Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. A higher degree of healthcare.
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.
Join our award-winning team at UW Medical Center - Montlake . Among the top medical centers in the United States as rated by U.S. News & World Report 2019-2020 "America's Best Hospitals", UW Medical Center - Montlake prides itself on compassionate patient care as well as its pioneering medical advances. UW Medical Center - Montlake has again earned U.S. News & World Report’s No. 1 hospital ranking in Washington State and in the Seattle metropolitan area. It is the seventh consecutive year that UW Medical Center - Montlake has achieved both distinctions.
Excellence. Exploration. Education. Become part of our team, and join our mission to make life healthier for everyone in our community.
UWMC - PATIENT RELATIONS DEPARTMENT has an outstanding opportunity for a full-time (100% FTE) Patient Relations Manager (job profile: Program Operations Specialist (E S 8)). The Patient Relations Manager serves as a patient and staff resource, reviewing patient concerns regarding the quality of care and service at the UWMC. The individual in this position reviews, investigates, and resolves a wide variety of patient complaints and recommends and implements appropriate solutions. This position is a key resource to hospital managers, physician and staff who seek to ensure a positive patient experience and an appropriate response to patient complaints.
RESPONSIBILITIES

Serve as the initial point of contact for the UWMC Patient Relations Department (UWMC Montlake and UWMC Northwest facilities), responding to concerns presented in person, by telephone, and in writing.

Representative will investigate and evaluate patient’s concerns with appropriate administrative and clinical personnel.

Documents and reports results of interviews and actions taken to address information received from patients and visitors

Ensures timely written response to all formal customer service quality of care reviews to maintain compliance with hospital, state and regulatory agency guidelines and as directed by the Patient Relations Manager

Facilitates the provision of service recovery tools to staff and documents provision and usage. Recommends adjustments to patient’s charges for service recovery purposes, within institutional/hospital policy.

Determines if point of service resolution can be achieved and facilitates as such, or conducts non-biased formal review of concerns presented by patients and visitors, as outlined by regulatory guidelines.

Interprets hospital’s policies, procedures, and services to patients, patient representatives, and inter/intra-hospital departments.

Serves on relevant committees (UWMC Montlake and UWMC Northwest) as appointed by UWMC Patient Relations Manager.

Other Duties as Requested

REQUIREMENTS

Bachelor’s Degree in Social Work, Healthcare Administration, or other related field.

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.

UW Medicine includes Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine, and Airlift Northwest.
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 .

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability , and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

COVID-19 VACCINATION REQUIREMENT

Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

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