Patient Experience & Grievance Leader

University of Washington Medical Center; Seattle (WA); On-site; USD 70,000 - 93,000; Full time

Job summary

UW Medical Center-Montlake is seeking a Patient Relations Manager in the Patient Relations Department to lead complaint handling, investigations, and service recovery efforts. You will partner with clinical, administrative, and operational teams to ensure timely, respectful responses to patient concerns.

Responsibilities include documenting investigations, facilitating resolutions, and promoting positive patient experiences while maintaining regulatory compliance and hospital policies.

Qualifications

• Bachelor’s degree in social work, healthcare administration, or another related field.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Experience working with patients and their families in challenging situations.

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.

Skills

Customer service

Verbal communication

Written communication

Patient relations experience

Education

Bachelor's degree in social work or healthcare administration

Job description

UW Medical Center-Montlake is seeking a Patient Relations Manager in the Patient Relations Department to lead complaint handling, investigations, and service recovery efforts. You will partner with clinical, administrative, and operational teams to ensure timely, respectful responses to patient concerns.

Responsibilities include documenting investigations, facilitating resolutions, and promoting positive patient experiences while maintaining regulatory compliance and hospital policies.