Mediation & Support Specialist
Job Summary This position requires onsite work at least 2 days per week based on business needs.
This position reports to the Supervisor of Patient Relations and is responsible for representing the department to internal and external customers. Provides day-to-day, functional, consultative, and strategic support to all department programs and customers (patients, visitors, and staff) throughout all Medical Center locations. This includes adult and pediatric inpatients and outpatients, and all outpatient medical, and ancillary practices.
Responds to complex patient complaints and allegations. Shares Decedent Affairs program daily activities with others on a rotating basis (approx.2-3 months/year).
The Mediation & Support Specialist coordinates comprehensive multidisciplinary reviews, recommends potential resolutions, and exercises appropriate judgment in the development of responses to situations ranging from simple to complex in order to reach the goal of maximum patient/customer and staff satisfaction while minimizing medical/legal risks to the Medical Center.
Facilitates and leads activities that reduce or prevent negative outcomes, promote patient satisfaction, and have a positive impact on the Medical Center. Actively supports and educates Medical Center staff regarding Patient Rights and Responsibilities, Patient Satisfaction, Customer Service and Service Excellence activities, Equal Access, and effective patient/customer communication to ensure internal effectiveness and external regulatory compliance.
Responsible for running the Decedent Affairs program to meet State and Federal regulations; provide emotional support and practical advice for families so that timely arrangements can be made. Interfaces with outside agencies, such as the Medical Examiners, Public Administrators, Mortuaries, and Health Departments.
Responsible for maintaining optimal working relationships with internal partners (Pathology, Medical Providers). Identifies, initiates, and participates in appropriate improvement activities. Role models excellent interpersonal communication, mediation, conflict management, and problem-solving skills with a focus on teamwork and collaboration. Respects Patient's Rights and privacy and acts as a role model to all other staff. Assists with databases and computer systems which are vital to supporting the department and the Medical Center. Provides support for special projects to the department Director and supports the many operations of a multifaceted department in a fast-paced environment.
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 $67,000 - $143,800 (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 Department Description The department is responsible for ensuring that patient's rights are respected and upheld. Members liaise between Medical Center staff and patients/families to make sure the patient's voice is heard, and a fair, informed, resolution to a concern is reached. Services include providing patients with information on hospital services, explaining administrative procedures and protocols, and ensuring all concerns and complaints are directed to appropriate staff or units within the medical center for resolution. The Decedent Affairs program manages all the duties involved in reaching a timely release of decedents, meeting donor network regulations, providing practical and emotional support to families, and operating this full-service program managed by Patient Relations. Required Qualifications
- 5 years of relevant experience
- 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.
- 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 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. req Working knowledge of common organization-specific and other computer application programs.
- Ability to use discretion and maintain confidentiality
Preferred Qualifications
- Bachelor's degree in related area and / or equivalent experience / training.
- Thorough knowledge of Patient Relations techniques and procedures. Applies knowledge to provide patient support and improve patient satisfaction.
- 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.
- Notary license
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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. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 004492 PAT REL PROFL 4 CX Job Category Administrative Support, Professional (Non-Clinical) Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Location San Francisco, CA Campus Mission Bay (SF), Parnassus Heights (SF) Additional Shift Details M - F, 8:30am - 5:00pm |
University of California - San Francisco Campus and Health
Nov 09, 2024