Patient Relations and Decedent Affairs Specialist

University of California System • San Francisco, CA

41d

About The Position

Involves providing a bridge between medical centers and patients / families. Services include coordination of communication between patients, families and medical staff, providing patients with information on hospital services, procedures and protocols, and ensuring all concerns and complaints are directed to appropriate units within the medical center for resolution. This position coordinates review of, and response to, complaints and grievances under strict timeframes, as mandated by regulatory requirements. Responsible for supporting the Decedent Affairs department in meeting County, State and Federal regulations. Ensures smooth functioning of Mission Bay Program office, including maintaining optimal work relationships with internal partners, (Nursing Leadership, Pathology, Medical Providers, Quality & Safety, Palliative Care teams). The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $90,828 - $132,755 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Requirements

• 4 years of relevant experience in the fields of Patient Relations and/or Decedent Affairs, or adjacent
• Thorough knowledge of Patient Relations techniques and procedures. Applies knowledge to provide patient support and improve patient satisfaction.
• Thorough knowledge of County, State and Federal regulations pertaining to documentation of patient deaths. Applies knowledge to provide family support and ensure timely release of body.
• Strong skills to resolve patient or customer issues. Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency.
• Strong skills to communicate with individuals during times of extreme stress and grief. Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency.
• Proven ability to manage a project through to completion while performing a wide variety of tasks, adapting to changing priorities, deadlines and directions.
• Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that compliment others and supports Patient Relations and Decedent Affairs efforts.
• Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process.
• Excellent verbal and written and communication skills, to explain patient experience concepts and articulate reasoning behind opinions. Active listening skills to understand varying opinions and receive feedback.
• Ability to perform all commonly applicable functions in word processing and spreadsheet software. Comprehensive knowledge of organization's Patient Relations application programs to teach others.
• Ability to use sound judgment in responding to issues and concerns.
• Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.
• Solid organizational skills and ability to multi-task with demanding timeframes.
• Working knowledge of common organization-specific and other computer application programs.
• Ability to use discretion and maintain confidentiality
• Bachelor's degree in related areas and / or equivalent experience / training.

Nice To Haves

• Familiarity with Electronic Death Registration systems within Cal-IVRS, including EDRS and FDRS
• Knowledge of Patient Relations, medical center, and UC policies and processes. Thorough knowledge of relevant patients' rights federal, state and local laws and regulations to identify potential compliance risks, clinical and operational implications.
• Strong teaching skills. Ability to break down complex concepts / policies for communicating effectively with a broad patient population.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Number of Employees: 5,001-10,000 employees