Req #: 238165

Department: UW MEDICINE - PATIENT RELATIONS

Posting Date: 11/01/2024

Closing Info: Closes On 11/15/2024

Salary: $7,647 - $11,500 per month

Shift: First Shift

Notes: This position provides opportunities to work in a fast-paced, challenging, diverse and rewarding environment. As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here ( https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119_a11y.pdf)

UW MEDICAL CENTER MONTLAKE’S PATIENT RELATIONS Department has an outstanding opportunity for a ASSOCIATE DIRECTOR WORK SCHEDULE

• 100% FTE, Monday – Friday

• 8am – 4:30pm

• 100% Onsite DEPARTMENT DESCRIPTION The Assistant Director of Patient Relations has strategic oversight and accountability to lead the Patient Relations department across both UWMC campuses and ambulatory care clinics. They have oversight into budgetary decisions for the department, which includes staffing and service recovery. They have a responsibility for ensuring that Patient Relations meets legal and accreditor requirements, while providing the highest level of customer service to our patients and their families. This key leader sets a vision for the department, including strategic initiatives to improve patient satisfaction based on trends at each campus. This individual ensures compliance with interpretive guidelines for Medicare and Medicaid Conditions of Participation and all other regulatory requirements applicable to Service Recovery and responses to patient complaints.

  JOB RESPONSIBILITIES

• Ensure organizational response to complaints keeping with regulatory requirements and UWMC policy and procedures

• Budget oversight and development of an integrated approach at both healthcare entities

• Ensure that the Patient Relations Department is compliant with interpretive guidelines for Medicare and Medicaid Conditions of Participation

• Serve as primary contact for the Department of Health or other regulatory inquiries regarding patient complaints

• Supervise and provide guidance to the Patient Relations team

• Develop standard written correspondence to patient/family concerns which conforms with regulatory requirements regarding content and response time

• Oversee the Patient Relations Representatives’ correspondence and response times through case review and auditing

• Serve as a subject matter expert in conflict management, empathetic listening and communication techniques for administrators, faculty and staff

• Oversee the UWMC Service Recovery Policy and Procedure

• Lead the UWMC Grievance Committee and assures follow through on the committee’s recommendations as appropriate REQUIRMENTS

• Bachelor’s Degree in Social Work or other Clinical related field

• Five years of management level experience with progression of skills and leadership. Demonstrate leadership, organizational, management, and interpersonal skills

• Minimum five years’ experience managing complaints and grievances

• Advanced verbal and written communication skills and be able to present and discuss information clearly

• Demonstrated competency in setting priorities for a team and overseeing work outputs and timelines. Ability to effectively develop and lead a team.

• OR Equivalent Education and Experience may substitute for requirements 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. (https://www.uwmedicine.org/about/career-opportunities/uw-medical-center-montlake) Become part of our team. 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.

Become part of our team. (https://www.uwmedicine.org/jobs) Join our mission to make life healthier for everyone in our community.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.