Communication and Resolution Program (CRP) Director

University of Washington•Seattle, WA

34d

About The Position

UW Medicine has an outstanding opportunity for a Communication and Resolution Program (CRP) Director. The CRP Director (Director) plays a critical role in leading the enterprise-wide Communication and Resolution Program (CRP) at UW Medicine. This program emphasizes a timely, empathic, and transparent response to unexpected patient harm by promoting proactive, open communication among patients, practitioners, and organizations to improve transparency and accountability. This role is integral to helping lead how the health system responds to unexpected patient harm events, while fostering a culture of accountability, learning, and healing. The Director will work collaboratively with teams across UW and UW Medicine (e.g., UW Medical Center -Montlake, UW Medical Center -Northwest, Harborview, UW Medicine Primary Care), including clinical care teams, clinical risk management, patient safety, clinical quality, patient relations and UW Claims Services to develop and implement compassionate and transparent patient communications and support in response to perceived or actual unexpected clinical outcomes or adverse events. This position requires the ability to interact effectively with UW Medicine and UW executives, clinical leaders, and healthcare professionals regarding sensitive matters. Positive and transparent communications with UW and UW Medicine leaders is critical to the success of this role. This position requires a thorough understanding of system level leadership, healthcare operations and resources, healthcare regulations and accreditation standards as well as advanced communication skills that help restore trust and positive patient and family relations. This position requires working across diverse patient populations in both hospital and ambulatory care settings, demonstrating adaptability, cultural sensitivity, and a commitment to enhancing patient and family experience.

Requirements

Masters in healthcare administration or related field
Certification in Patient Safety (CPPS) and Healthcare Quality (CPHQ)
At least five years of progressive leadership experience in patient safety, quality, or risk management
Experience working in a clinical environment
Demonstrated success in leading enterprise-wide safety/quality initiatives or project management in complex healthcare systems and diverse disciplines
Advanced oral and written communication skills

Nice To Haves

Clinical background preferred
Experience managing or launching a CRP or similar disclosure and resolution program
Familiarity with IHI Improvement Model, Lean or other performance improvement methodologies
Strong interpersonal and communication skills with the ability to influence across disciplines and levels
Negotiation techniques such as Alternative Dispute Resolution methodologies
Experience with providing person-centered care to vulnerable populations, with particular focus on cultural competence, advocacy, and addressing health disparities
Ability to handle confidential information with professionalism and discretion

Responsibilities

Serve as the enterprise program leader for CRP at UW Medicine, in close partnership with and at the direction of the Chief Quality Officer and Chief Medical Officer for UW Medicine to ensure maturation and success of the program
Support fostering a culture of psychological safety, transparency, accountability, and continuous learning
Partner with UW and UW Medicine Executive leadership and key stakeholders, such as clinical care teams, clinical risk management, patient safety, clinical quality, patient relations, School of Medicine leadership, and UW claims, to ensure coordination, collaboration and communication to build trust, inform strategic direction and shared ownership of CRP goals
Serve as a visible champion for high-reliability principles and just culture practices
Facilitate development of CRP governance structures including monitoring their effectiveness
Present updates on CRP, including metrics and lessons learned, to UW Medicine and UW leadership and relevant committees
Evolve and manage a high-functioning CRP program, including workflows, communication protocols, continuous improvement and training programs
Create the UW communication and resolution program guidelines and procedures manual to ensure CRP program staff and participants are aware of and adhere to the program goals and objectives
Manage CRP patient liaisons to ensure consistent, compassionate, and effective communication with patients and families following real or perceived unexpected outcomes and adverse events across UW Medicine
Partner closely with CRP entity site leaders to ensure consistent implementation of CRP and collaborate on entity specific needs
Engage with UW Medicine and UW leadership on events, potentially involving leaders such as the UW Medicine Chief Medical Officer, the entity Chief Medical Officers, the entity Chief Nursing Officers, the UW Medicine Chief Quality Officer, the Chief of Staff for UW Medicine, entity Chief Executive Officers, the Directors and Senior Directors in Clinical Risk Management, School Medicine Chairs and Vice Chairs, as well as the Executive Director of UW Risk Management, the Director of UW Claims Services and UW Claims Managers
Participate in the identification and evaluation of eligible cases for ECT (Early Claims Transition)
Facilitate identification and fulfillment of support for patients and families following unexpected outcomes or adverse events to meet their immediate needs, ensuring timely access to resources and sustaining a patient-centered approach
Other duties as assigned
Manage a comprehensive CRP training plan, including onboarding and just-in-time coaching to equip stakeholders with the necessary tools and skills for CRP
Define, track, analyze, and report CRP-related metrics and lessons learned to identify trends, inform continuous process improvements, and drive reductions in litigation risk