Patient Experience & Relations Manager

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

Job summary

University of Washington Medical Center-Montlake seeks a Patient Relations Manager to lead patient relations and complaint resolution. The role is 100% FTE, primarily daytime on-site, focusing on safeguarding patient experience and service recovery with cross-functional collaboration.

The incumbent will investigate concerns, advocate for patients, and maintain accurate records in accordance with policies and regulatory requirements, contributing to high-quality care and service excellence.

Qualifications

• 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.

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.

Skills

Customer service

Verbal communication

Written communication

Experience with patients

Conflict management (desired)

Education

Bachelor's degree in social work/healthcare administration

Job description

University of Washington Medical Center-Montlake seeks a Patient Relations Manager to lead patient relations and complaint resolution. The role is 100% FTE, primarily daytime on-site, focusing on safeguarding patient experience and service recovery with cross-functional collaboration.

The incumbent will investigate concerns, advocate for patients, and maintain accurate records in accordance with policies and regulatory requirements, contributing to high-quality care and service excellence.