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SalaryPATIENT RELATIONS OPERATIONS SPECIALIST (100% FTE, DAYS)
Req #:
231305
Department:
UW MEDICINE PRIMARY CARE
Job Location:
Remote/Hybrid
Posting Date:
02/20/2024
Closing Info:
Open Until Filled
Salary:
$4,859 - $7,288 per month
Other Compensation:
Shift:
First Shift
Benefits:
The University of Washington (UW) offers a wide range of benefits as part of your total compensation package. Choose from top medical and dental insurance programs; plan for your future with tax-deferred investing through the UW retirement options; enjoy generous vacation and sick leave policies; and protect yourself and your family with life and long-term disability insurance.
UW Medicine Primary Care Administration has an outstanding opportunity for a Patient Relations Operations Specialist!
WORK SCHEDULE
Full-time, 100% FTE (40 hours per week)
Fully remote
Will require occasional in-person meetings
Day Shift
POSITION HIGHLIGHTS
Partner with leadership to identify patterns and trends in patient care
Perfect position for someone who likes to investigate, problem solve, then resolve the issue
Make a difference for the patients and employees we serve
Opportunity to provide career growth
POSITION DESCRIPTION
The purpose of the UW Medicine Primary Care Patient Relations Department is to support the 17-community-based UWMPC clinics to provide the best possible experience for patients and their families. As a Patient Relations team member, they serve as a critical liaison between and among patients, their representatives, UWMPC clinic leaders and system leadership to enhance the patient and family experience. In this position, they will serve as a patient and staff resource, reviewing patient concerns regarding the quality of care and service at UWMPC. The individual in this position reviews, investigates and resolves a wide variety of patient complaints and recommends and implements appropriate solutions. The position is a key resource to clinic managers, physicians and staff who seek to ensure a positive patient experience and appropriate response to patient complaints.
PRIMARY RESPONSIBILITIES
Serves as the primary point of contact for patient concerns, inquiries, and complaints, ensuring timely and effective resolution
Help monitor and coordinate Patient safety activities to ensure compliance with requirements of accrediting agencies. Identify and communicate need for corrective actions as appropriate
Interprets hospital’s policies, procedures, and services to patients, patient representatives, and inter/intra-hospital departments
Determines if point of service resolution can be achieved and facilitates as such, and/or conducts formal review of concerns presented by patients and visitors, and ensures timely follow up with patient/family
Responsible for working with Risk Management, legal counsel and others to create and ensure a robust process for monitoring, prevention, event mitigation, event reporting, and triaging
Collaborates with healthcare providers, staff, and other stakeholders to address patient concerns and improve the overall patient experience
Coordinate accreditation and certification processes, ensuring compliance with relevant standards and regulations
Compiles information related to quality improvement and accreditation monitoring activities for internal use and external audits and maintains relevant records
Assists with collecting, analyzing, and interpreting Patient/Family Experience data to identify trends, areas for improvement, and opportunities to enhance patient satisfaction
Enhance the collective patient experience across all touch points including greeting, scheduling, wait times, waiting room experience, office environment, billing and insurance, and follow-up communications
REQUIRED POSITION QUALIFICATIONS
Bachelor's degree in: Social Work, Healthcare Administrations, or other related field
Four-five years of customer service experience that includes three years of professional Patient Relations Experience involving responsibility in administrative, professional and patient contact. Proven track record of successfully managing and improving patient satisfaction scores
An equivalent combination of education/experience
DESIRED QUALIFICATIONS
Training and skills in conflict management and mediation. Previous work experience in a large hospital our outpatient clinic setting, responsible for service recovery and Patient Relations, and Patient Satisfaction
ABOUT UW MEDICINE PRIMARY CARE
UW Medicine Primary Care is a network of clinics located throughout the Puget Sound region. The clinics offer a wide spectrum of primary care services, as well as secondary care, from pediatrics to geriatrics. Urgent care services are offered seven days a week at select locations.
UW Medicine Primary Care is dedicated to improving the health of the public; our providers and staff are the cornerstones of our success. The foundation of our efforts to deliver exceptional care to our patients and families begins with our focus on the continuous development of our employees.
Compassion. Innovation. Excellence. Become part of our team, and join our mission to make life healthier for everyone in our community.
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.
Find your place at Washington’s only integrated health system devoted to improving the health of all people. Join our mission to make life healthier for everyone in our community.
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.
Find your place at Washington’s only integrated health system devoted to improving the health of all people. Join our mission to make life healthier for everyone in our community.
WORK SCHEDULE
POSITION HIGHLIGHTS
POSITION DESCRIPTION
The purpose of the UW Medicine Primary Care Patient Relations Department is to support the 17-community-based UWMPC clinics to provide the best possible experience for patients and their families. As a Patient Relations team member, they serve as a critical liaison between and among patients, their representatives, UWMPC clinic leaders and system leadership to enhance the patient and family experience. In this position, they will serve as a patient and staff resource, reviewing patient concerns regarding the quality of care and service at UWMPC. The individual in this position reviews, investigates and resolves a wide variety of patient complaints and recommends and implements appropriate solutions. The position is a key resource to clinic managers, physicians and staff who seek to ensure a positive patient experience and appropriate response to patient complaints.
PRIMARY RESPONSIBILITIES
REQUIRED POSITION QUALIFICATIONS
DESIRED QUALIFICATIONS
Training and skills in conflict management and mediation. Previous work experience in a large hospital our outpatient clinic setting, responsible for service recovery and Patient Relations, and Patient Satisfaction
ABOUT UW MEDICINE PRIMARY CARE
UW Medicine Primary Care is a network of clinics located throughout the Puget Sound region. The clinics offer a wide spectrum of primary care services, as well as secondary care, from pediatrics to geriatrics. Urgent care services are offered seven days a week at select locations.
UW Medicine Primary Care is dedicated to improving the health of the public; our providers and staff are the cornerstones of our success. The foundation of our efforts to deliver exceptional care to our patients and families begins with our focus on the continuous development of our employees.
Compassion. Innovation. Excellence. Become part of our team, and join our mission to make life healthier for everyone in our community.
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.
Find your place at Washington’s only integrated health system devoted to improving the health of all people. Join our mission to make life healthier for everyone in our community.
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.
Find your place at Washington’s only integrated health system devoted to improving the health of all people. Join our mission to make life healthier for everyone in our community.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.
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.
