Patient Relations Specialist

Job Summary

Involves providing a bridge between medical centers and patients / families. Services include coordination of communication between patients, families and medical staff, providing patients with information on hospital services, procedures and protocols, and ensuring all concerns and complaints are directed to appropriate units within the medical center for resolution. This position coordinates review of, and response to, complaints and grievances under strict timeframes, as mandated by regulatory requirements.

Responsible for supporting the Decedent Affairs department in meeting County, State and Federal regulations. Ensures smooth functioning of Hyde and Stanyan campuses, including maintaining optimal work relationships with internal partners, (Nursing Leadership, Pathology, Medical Providers, Quality & Safety, Palliative Care teams)..

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $90,828 - $132,755 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Required Qualifications

• 4 years of relevant experience in the fields of Patient Relations and/or Decedent Affairs, or adjacent
• Thorough knowledge of Patient Relations techniques and procedures. Applies knowledge to provide patient support and improve patient satisfaction.
• Thorough knowledge of County, State and Federal regulations pertaining to documentation of patient deaths. Applies knowledge to provide family support and ensure timely release of body.
• Strong skills to resolve patient or customer issues. Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency.
• Strong skills to communicate with individuals during times of extreme stress and grief. Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency.
• Proven ability to manage a project through to completion while performing a wide variety of tasks, adapting to changing priorities, deadlines and directions.
• Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that compliment others and supports Patient Relations and Decedent Affairs efforts.
• Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process.
• Excellent verbal and written and communication skills, to explain patient experience concepts and articulate reasoning behind opinions. Active listening skills to understand varying opinions and receive feedback.
• Ability to perform all commonly applicable functions in word processing and spreadsheet software. Comprehensive knowledge of organization's Patient Relations application programs to teach others.
• Ability to use sound judgment in responding to issues and concerns.
• Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.
• Solid organizational skills and ability to multi-task with demanding timeframes.
• Working knowledge of common organization-specific and other computer application programs.
• Ability to use discretion and maintain confidentiality
• Bachelor's degree in related areas and / or equivalent experience / training.

Preferred Qualifications

• Familiarity with Electronic Death Registration systems within Cal-IVRS, including EDRS and FDRS
• Knowledge of Patient Relations, medical center, and UC policies and processes. Thorough knowledge of relevant patients' rights federal, state and local laws and regulations to identify potential compliance risks, clinical and operational implications.
• Strong teaching skills. Ability to break down complex concepts / policies for communicating effectively with a broad patient population.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.