Patient Relations Manager, UW Medical Center-Montlake

University of Washington•Seattle, WA

1d•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 will determine if concerns can be resolved at the point of service and facilitate resolutions, conduct impartial reviews of complaints and grievances, and recommend appropriate resolutions to improve patient satisfaction. This position also facilitates the use of service recovery tools, documents activities, and monitors utilization, and may recommend patient charge adjustments for service recovery purposes. The role involves advocating for patients and families, documenting investigations and actions, preparing accurate records, and ensuring timely written responses to formal complaints. The Patient Relations Manager will interpret hospital policies, procedures, and services, and serve as a resource and consultant to managers, physicians, and staff regarding patient relations matters and complaint resolution strategies. The goal is to promote effective communication and 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