**Job Description** **Harborview Medical Center’s Patient Relations** department has an outstanding opportunity for a **Patient Relations Representative.** **WORK SCHEDULE** + 40 hours per week + Day shift + 100% onsite **POSITION HIGHLIGHTS** + Serve as a key liaison between patients, families, and the healthcare team to ensure a positive patient experience + Play a crucial role in upholding patient rights, supporting service recovery efforts, and identifying opportunities for process improvement **PRIMARY JOB RESPONSIBILITIES** + Respond to and resolve patient and family complaints in alignment with the Patient Complaint and Grievance Policy, hospital protocols, and all applicable regulatory requirements + Collaborate with clinical and administrative teams to ensure timely, thorough, and equitable resolutions that address patient concerns and promote service recovery + Maintain accurate and detailed documentation of all complaints, investigations, and actions taken + Utilize tools such as SafetyNet and Press Ganey Survey Consumer Analytics to analyze, track, and trend complaint data + Partner with leadership to identify patterns, recommend process improvements, and monitor the effectiveness of implemented changes + Collaborate with leadership on complaint resolution strategies, action plans, and improvement initiatives + Conduct targeted data analysis to support decision-making, regulatory compliance, and the enhancement of patient and family experience outcomes + Responsible for responding to and resolving billing complaints + Serve as the lead for data management related to social media reporting through Binary Fountain and act as the primary point of contact for all data administration needs + Function as the lead for comment reporting, conduct regular analysis of complaint data for the Safety Committee, Quality Committee, and other quality improvement (QI) requests. + Collaborate with leadership to identify trends in complaint data, determine potential opportunities for improvement, and connect departments with appropriate resources and strategies to support these improvement efforts **REQUIREMENTS** + Bachelor’s degree and 2-3 years of professional patient relations experience involving responsibility in administrative, professional, and patient contact + Requires proven expertise in complaint resolution and the de-escalation of difficult situations involving patients, families, staff, and faculty. + Must demonstrate exceptional written communication and letter-writing skills + Proficiency in Microsoft Excel is essential, including the ability to extract data from SafetyNet and other databases, organize it, and present it in a clear, actionable format + Experience with regulatory reviews and site visits, including the ability to quickly compile and provide accurate data, is required. Familiarity with Press Ganey, social media monitoring tools such as Binary Fountain, and patient rights regulations is highly valued + The role also requires strong skills in data analysis, including the ability to develop reports, track, trend, and interpret information to support daily operations and quality improvement efforts + Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration. **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. (https://www.uwmedicine.org/about/career-opportunities/harborview-medical-center) **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. **Compensation, Benefits and Position Details** **Pay Range Minimum:** $69,720.00 annual **Pay Range Maximum:** $104,568.00 annual **Other 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 position **FTE (Full-Time Equivalent):** 100.00% **Union/Bargaining Unit:** Not Applicable **About the UW** Working 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 Commitment** The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/) . 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 (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) . 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.