Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world's leading cancer, infectious disease and biomedical research centers. 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.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.

The Patient Relations Specialist is responsible for 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. 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 Fred Hutch.

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.

Responsibilities

• 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 time frames.
• Appropriately documents patient and caregiver feedback in the incident management database; generates reports as needed.
• 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.

Qualifications

Required:

• Bachelor's degree in communication, a health care discipline, or complimentary field of study; or equivalent combination of education and work experience.
• Two years complaint management experience, preferably in a health care setting.
• 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.
• 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 anticipate/weigh organizational needs and the needs of patients and caregivers to identify appropriate resolutions.
• Ability to think critically and creatively; effectively weigh organizational needs and the needs of patients and caregivers 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:

• Masters' degree
• Health care experience, including familiarity with medical terminology (oncology terminology a bonus).
• Understanding of health literacy principles and plain language in health care.
• Familiarity with an electronic medical record system.
• Complaint management in a health care setting.

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

The hourly pay range for this position is from $29.42 to $44.11 and pay offered will be based on experience and qualifications.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).

Our Commitment to Diversity