Patient Relations Representative, Harborview

University of Washington; Seattle (WA); On-site; USD 55,000 - 70,000; Full time

Job summary

Harborview Medical Center's Patient Relations department seeks a Patient Relations Representative to serve as a primary liaison between patients, families, and the healthcare team. You will address concerns, provide empathetic responses, and support service recovery while upholding privacy and hospital policies.

Responsibilities include educating patients on rights, documenting issues, and collaborating with staff to improve the patient experience and regulatory compliance.

Qualifications

• Bachelor’s degree in a related field is required or preferred.
• 1–3 years in customer service, patient relations, healthcare administration, or related area.

Responsibilities

• Act as the primary point of contact for patient and family concerns, grievances, and compliments.
• Provide timely and empathetic responses to inquiries and ensure concerns are resolved.
• Collaborate with healthcare providers and staff to facilitate communication and resolve issues per policies.
• Educate patients and families on rights, responsibilities, and hospital policies.
• Document and track patient complaints and resolutions per hospital policies.

Skills

Customer service

Communication

Empathy

Education

Bachelor’s degree in healthcare administration, social work, communications, or related field

Job description

No Telework

Seattle, WA

Full time

REQ-0000137005

Job Description

Harborview Medical Center’s Patient Relations department has an outstanding opportunity for a Patient Relations Representative.

WORK SCHEDULE

• 100% FTE

• Day Shift

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

PRIMARY JOB 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

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