Patient Relations Representative, Harborview

University of Washington•Seattle, WA

About The Position

Harborview Medical Center’s Patient Relations department has an outstanding opportunity for a Patient Relations Representative. WORK SCHEDULE 100% FTE Day Shift This is expected to be a 6 month appointment. POSITION HIGHLIGHTS Serve as a key liaison between patients, families, and the healthcare team to ensure a positive patient experience Patient Relations Representative plays a crucial role in upholding patient rights, supporting service recovery efforts, and identifying opportunities for process improvement

Requirements

Bachelor’s degree in healthcare administration, social work, communications, or a related field, graduate degree preferred
Minimum of 1-3 years of experience of customer service, patient relations, healthcare administration, or a related field
Experience in a hospital or healthcare setting is preferred
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.
Exceptional ability to analyze situations, think critically, and resolve conflicts effectively
Strong organizational and time management skills with the ability to manage multiple priorities
Maintain composure and professionalism in high-pressure or emotionally charged situations
Proficiency in Microsoft Office Suite and experience with electronic record-keeping systems to track patient complaints and ensure compliance with regulatory requirements

Nice To Haves

graduate degree preferred
Experience in a hospital or healthcare setting is preferred

Responsibilities

Act as the primary point of contact for patient and family concerns, grievances, and compliments
Provide timely and empathetic responses to patient inquiries, ensuring concerns are addressed and resolved appropriately
Collaborate with healthcare providers, nursing staff, and administrators to facilitate communication and resolve patient issues effectively in accordance with regulatory guidelines
Educate patients and families on their rights and responsibilities, as well as hospital policies and procedures
Document and track patient complaints, grievances, and resolutions in accordance with hospital policies and regulatory requirements
Assist in service recovery by facilitating resolutions that align with hospital policies while enhancing the patient’s experience
Collaborate with leadership to implement quality and process improvement initiatives regarding the patient experience
Participate in training sessions and programs aimed at improving patient satisfaction and service excellence
Ensure compliance with regulatory guidelines, such as HIPAA and patient confidentiality standards