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PATIENT RELATIONS MANAGER
 

PATIENT RELATIONS MANAGER
Req #: 233645
Department: SCHOOL OF DENTISTRY
Job Location: Seattle Campus
Posting Date: 04/29/2024 
Closing Info: Open Until Filled 
Salary: $6,667 - $7,917 per month 
Other Compensation:  
Shift: First Shift 
Benefits: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.  

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

The Office of Clinical Services (OCS) supports the operations of multiple School of Dentistry clinics in delivering dental care to the state’s largest and most diverse patient population. We utilize a team-oriented approach and work very hard to serve our patients and students.

As Patient Relations Manager, you will serve as a key liaison between patients, staff, and the School of Dentistry. Reporting to the Director of Clinical Operations, you will independently manage and resolve a wide range of patient concerns, ensuring the delivery of high-quality dental care. This role requires a commitment to patient confidentiality, strong organizational skills, and effective communication.

DUTIES AND RESPONSIBILITIES
Strategic Leadership and Decision-Making (20%)
  • Serve as a key strategic leader in enhancing patient relations at the School of Dentistry, actively contributing to the development and implementation of initiatives that elevate the overall patient experience.
  • Independently assess and resolve complex patient complaints, making strategic decisions in collaboration with relevant personnel to address systemic issues.

    Patient Interaction (30%)
  • Act as a primary point of contact for patients and their representatives, addressing concerns related to their experiences at the School of Dentistry.
  • Interpret and communicate policies, procedures, and services to patients, their representatives, and various University of Washington departments.
  • Independently review, investigate, and effectively resolve patient complaints in collaboration with relevant personnel.
  • Maintain a systematic follow-up process to keep stakeholders informed about patient relations issues, actively collaborating with department managers to implement necessary practice changes.
  • Communicate final resolution letters promptly and meticulously document outcomes in the internal risk management system.
  • Possess familiarity with patient records processes, and conduct records requests as needed.

    Data Management and Analysis (20%)
  • Collect, assess, and manage data related to patient and institutional inquiries and survey responses to ensure a comprehensive understanding of stakeholder feedback.
  • Utilize reports to present data to staff and faculty, facilitating continuous quality and process improvement.
  • Manage the internal risk management database, ensuring the information is accurate and up to date.

    Communication and Collaboration (20%)
  • Confer with clinical faculty, clinic directors, and course directors to address patient treatment issues collaboratively.
  • Work closely with patient intake and care coordination teams to meet the specific requirements of individual patients while addressing the broader needs of diverse patient groups.
  • Actively participate in committees dedicated to advancing patient relations goals, fostering collaborative solutions.

    Additional Duties (10%)
  • Participate in writing and providing documentation for Commission on Dental Accreditation (CODA) reports and accreditation site visits.
  • Perform other duties as assigned.

    MINIMUM REQUIREMENTS/QUALIFICATIONS
  • BA/BS in Business, Health Care, Public Administration, Education, or related field.
  • Minimum of three (3) years of progressive experience utilizing customer service or public relations skills, preferably in a healthcare setting.
  • Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

    Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

    • 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.