Patient Relations Manager, UW Medical Center-Montlake

University of Washington Medical Center•Seattle, WA

3d•$69,720 - $93,000•Onsite

About The Position

UW Medical Center-Montlake’s Patient Relations Department has an outstanding opportunity for a Patient Relations Manager. This role serves as the initial point of contact for patient, family, and visitor concerns, investigating and evaluating them in collaboration with clinical, administrative, and operational staff. The manager determines if concerns can be resolved at the point of service and facilitates resolutions, conducts impartial reviews of complaints and grievances, and recommends appropriate resolutions to improve patient satisfaction. This position also facilitates the use of service recovery tools, documents activities, monitors utilization, and recommends patient charge adjustments. The manager advocates for patients and families, documents investigations and findings, prepares accurate records and reports, and ensures timely written responses to formal complaints. They maintain compliance with hospital policies and regulatory requirements, interpret policies for various stakeholders, and serve as a resource and consultant to managers, physicians, and staff. Additionally, the role promotes effective communication to support a positive patient experience.

Requirements

Bachelor’s degree in social work, healthcare administration, or another 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.

Nice To Haves

Training and skills in conflict management and mediation.
Previous work experience in a large hospital setting, responsible for service recovery and patient relations.

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