Patient Relations Representative, Harborview at UW in Seattle, WA

Job description

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 Experience in a hospital or healthcare setting is preferred Equivalent 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 COMPETENTCIES Exceptional ability to analyze situations, think critically, and resolve conflicts effectively Strong organizational and time management skills with the ability to manage multiple priorities Maintain composure and professionalism in high-pressure or emotionally charged situations Proficiency in Microsoft Office Suite and experience with electronic record-keeping systems to track patient complaints and ensure compliance with regulatory requirements ABOUT HARBORVIEW MEDICAL CENTER As 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 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