Patient Relations Manager, UW Medical Center-Montlake

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

Job Description

Patient Relations Manager.

• 100% FTE
• Days

UW Medical Center-Montlake's Patient Relations Department has an outstanding opportunity for a Patient Relations Manager.

Work Schedule

• 100% FTE
• Days

Department Description

UW Medical Center-Montlake Patient Relations responds to sensitive patient complaints and grievances that may involve quality of care, patient safety, service concerns, and regulatory requirements.

Primary Job 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

Requirements

Bachelor's degree in social work, healthcare administration, or another related field. And 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.

Desired

Training and skills in conflict management and mediation.

Previous work experience in a large hospital setting, responsible for service recovery and patient relations.

Other Information

The position is based on-site Monday through Friday in a private and confidential work environment. Work is conducted primarily through telephone calls, video conference, email, and written correspondence. This position requires strong communication and documentation skills, professionalism, empathy, compassion, and the ability to remain objective without taking concerns personally.

About UW Medical Center-Montlake

UW Medical Center is an acute care academic medical center located in Seattle with two campuses: Montlake and Northwest. As the No. 1 hospital in Seattle and Washington State since 2012 (U.S. News & World Report) and nationally ranked in seven specialties, UW Medical Center prides itself on compassionate patient care as well as its pioneering medical advances.

The UW Medical Center-Montlake campus is located on the edge of the beautiful UW campus which includes many amenities available to our staff as well as very convenient public transit options including the Sound Transit's light rail station across the street.

Excellence. Exploration. Education.

About UW Medicine - Where Your Impact Goes Further

UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

Compensation, Benefits and Position Details

Pay Range Minimum: $69,720.00 annual

Pay Range Maximum: $93,000.00 annual

Benefits: Other Compensation: For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift: First Shift (United States of America)

Temporary or Regular: This is a regular position

FTE (Full-Time Equivalent): 100.00%

Union/Bargaining Unit: Not Applicable

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [e-mail].

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.