Patient Relations Representative, Harborview

FHLB Des Moines; Seattle (WA); On-site; USD 70,000 - 105,000; Full time

Job summary

Harborview Medical Center is seeking a Patient Relations Representative to serve as the primary liaison between patients, families and the healthcare team, ensuring a positive patient experience and upholding patient rights.

Responsibilities include addressing concerns, resolving grievances and compliments, educating patients on rights and hospital policies, documenting cases, supporting service recovery, and contributing to process improvements while preserving HIPAA compliance.

Qualifications

• Bachelor’s degree in healthcare administration, social work, communications, or a related field.
• Graduate degree preferred.
• Minimum of 1–3 years of experience in 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 where legally required.

Responsibilities

• Act as the primary contact for patient and family concerns, grievances, and compliments.
• Provide timely and empathetic responses to patient inquiries and resolve concerns.
• Collaborate with healthcare providers, nursing staff, and administrators to resolve issues per regulatory guidelines.
• Educate patients on rights and hospital policies and procedures.
• Document and track patient complaints and resolutions per hospital policies and regulatory requirements.
• Assist in service recovery and align resolutions with hospital policies to enhance experience.
• Collaborate with leadership on quality and process-improvement initiatives for patient experience.
• Participate in training sessions to improve patient satisfaction and service excellence.
• Ensure compliance with HIPAA and patient confidentiality standards.

Skills

Conflict resolution

Critical thinking

Organizational skills

Communication skills

Microsoft Office

Electronic records

Education

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

Graduate degree preferred

Tools

Electronic record-keeping systems

Job description

Job DescriptionHarborview Medical Center’s Patient Relations department has an outstanding opportunity for a Patient Relations Representative.WORK SCHEDULE100% FTEDay ShiftPOSITION HIGHLIGHTSServe as a key liaison between patients, families, and the healthcare team to ensure a positive patient experiencePatient Relations Representative plays a crucial role in upholding patient rights, supporting service recovery efforts, and identifying opportunities for process improvementPRIMARY JOB RESPONSIBILITIESAct as the primary point of contact for patient and family concerns, grievances, and complimentsProvide timely and empathetic responses to patient inquiries, ensuring concerns are addressed and resolved appropriatelyCollaborate with healthcare providers, nursing staff, and administrators to facilitate communication and resolve patient issues effectively in accordance with regulatory guidelinesEducate patients and families on their rights and responsibilities, as well as hospital policies and proceduresDocument and track patient complaints, grievances, and resolutions in accordance with hospital policies and regulatory requirementsAssist in service recovery by facilitating resolutions that align with hospital policies while enhancing the patient’s experienceCollaborate with leadership to implement quality and process improvement initiatives regarding the patient experienceParticipate in training sessions and programs aimed at improving patient satisfaction and service excellenceEnsure compliance with regulatory guidelines, such as HIPAA and patient confidentiality standardsREQUIREMENTSBachelor’s degree in healthcare administration, social work, communications, or a related field, graduate degree preferredMinimum of 1-3 years of experience of customer service, patient relations, healthcare administration, or a related fieldExperience in a hospital or healthcare setting is preferredEquivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.SKILLS AND COMPETENTCIESExceptional ability to analyze situations, think critically, and resolve conflicts effectivelyStrong organizational and time management skills with the ability to manage multiple prioritiesMaintain composure and professionalism in high-pressure or emotionally charged situationsProficiency in Microsoft Office Suite and experience with electronic record-keeping systems to track patient complaints and ensure compliance with regulatory requirementsABOUT HARBORVIEW MEDICAL CENTERAs the region's only Level I Trauma and verified burn center, Harborview Medical Center is a comprehensive healthcare facility owned by King County and operated by UW Medicine. It is dedicated to providing specialized care for a broad spectrum of patients from throughout the Pacific Northwest, including the most vulnerable residents of King County. It provides exemplary patient care in leading-edge centers of emphasis, including emergency medicine, trauma and burn care, neurosciences, ophthalmology, vascular surgery, HIV/AIDS, rehabilitation, mental health and substance abuse care.Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region.Challenge. Collaboration. Compassion.ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHERUW 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 DetailsPay Range Minimum:$69,720.00 annualPay Range Maximum:$104,568.00 annualOther Compensation:-Benefits: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 positionFTE (Full-Time Equivalent):100.00%Union/Bargaining Unit:Not ApplicableAbout the UWWorking at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.Our CommitmentThe 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 .