Fred Hutchinson Cancer Center is an independent, nonprofit, unified adult cancer care and research center that is clinically integrated with UW Medicine, a world leader in clinical care, research and learning. The first National Cancer Institute-designated cancer center in the Pacific Northwest, Fred Hutch’s global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy, and COVID-19 vaccines has confirmed our reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Based in Seattle, Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy, and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

 

As part of the Office of Patient Experience, the Patient Relations program is intended to serve an ombudsman role while providing optimal customer service to patients, caregivers, staff and providers at SCCA. The Patient Relations Supervisor is responsible for overseeing the daily operations of the patient relations program/process and will supervise, organize, and coordinate daily operations. This includes triaging patient/caregiver feedback (including inquiries, compliments, suggestions, complaints, and grievances), with some issues being highly emotional, requiring de-escalation and/or immediate investigation and response. This role collaborates with clinical and non-clinical teams, medical providers, and managers to review feedback, identify resolutions, develop action plans, and draft formal responses to patients/caregivers.

 

For your application to this position, please submit a cover letter explaining how your life experience has led to a passion for de-escalation and managing ambiguous situations. #ZR

• Assigns work and monitors quality and progress including training and technical direction to team members.
• Supervises, trains and coaches direct reports; conducts staff performance management activities which includes evaluating and providing feedback on performance.
• Serves as a primary escalation point for troubleshooting and resolving issues surfaced by direct reports.
• Acts as subject matter expert for regulatory requirements related to patient/caregiver complaints and grievances.
• Manages the complaint database and ensures accurate data with regular audits; generates case reports for committees and executive leaders.
• Interacts with patients/caregivers via telephone, in writing, and in person/virtually. Triages, identifies, and resolves patient/caregiver complaints and grievances while meeting regulatory requirements and timeframes.
• De-escalates highly emotional and/or challenging situations.
• Empathetically and tactfully reviews patient/caregiver feedback with staff, managers, and providers; accurately analyzes/interprets information found during review(s) to resolve patient/caregiver concerns.
• Evaluates staff actions related to patient/caregiver feedback and identifies when additional training/support is appropriate; collaborates with and advises staff, management, and providers at all levels and across departments.
• Supports clinical staff and providers in responding to patient concerns in the moment.
• Identifies, monitors, and analyzes trends in patient/caregiver feedback; partners with Clinical Risk Management to promptly identify and evaluate liability exposures (potential and actual) along with appropriate mitigation; collaborates with other members of the Office of Patient Experience team to develop goals and recommendations related to patient experience.
• Efficiently sets priorities and focuses on important tasks, while appropriately managing interruptions.
• Develops and delivers patient relations-related education, outreach and reports to clinical and non-clinical staff and provider groups.

Required:

 

• Bachelor's degree in communication, in a healthcare discipline, or complimentary field of study; or equivalent work experience.
• Minimum two years' experience in a healthcare setting; prefer supervisory experience
• CPXP (Certified Patient Experience Professional (or ability to achieve professional certification within 2 years)
• Proven ability to work effectively and collaboratively with interdisciplinary teams; ability to successfully find common ground when working with groups and/or individuals with diverse perspectives.
• Effectively use written and oral communication skills. This includes crafting empathetic and clear responses to patients/caregivers and clinical/non-clinical staff, mediating with clinical/non-clinical staff and/or patients/caregivers (in person and virtually), and presenting to all levels of the organization.
• Demonstrated ability to react calmly and quickly build rapport during challenging/escalated situations; ability to maintain professional boundaries.
• Ability to provide constructive feedback and appropriate coaching to direct reports
• Knowledgeable in developmentally appropriate de-escalation strategies/anxiety-reducing techniques.
• Accurately identify important issues and the underlying cause(s); effectively make decisions and act without having complete information; comfortably handle uncertainty and cope positively with stress.
• Empathetic and active listener with exceptional customer care skills.
• Ability to think critically and creatively; effectively weigh organizational needs and the needs of patients and families to identify appropriate resolutions.
• Attentive to details; ability to memorize, recall and research answers quickly.
• Ability to use a mouse, proficient in basic computer technology and programs, and use email in a business setting.

 

Preferred:

 

• Master’s degree
• Two years' experience in complaint management in a healthcare setting
• Healthcare experience, including familiarity with medical terminology
• Understanding of health literacy principles and plain language in healthcare
• Familiarity with an electronic medical record system
• Complaint management in a healthcare setting

 

SCCA has a mandatory COVID-19 vaccination policy, and there are no exceptions for any employee who is patient-facing and/or requires access to SCCA facilities.

Exceptions exist only for employees whose positions are fully remote, with no required access to campus. As a condition of employment, newly hired employees requiring access to campus must provide proof of vaccination before their first day of employment.

 

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at hrops@fredhutch.org or by calling 206-667-4700.