Patient & Family Relations Specialist at Seattle Children's Hospital in Bellevue, Washington

Job Description:

About Us
Hope. Care. Cure. These three simple words capture what we do at Seattle Children's -- to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families' ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho - the largest region of any children's hospital in the country.

In 2019, U.S. News & World Report once again ranked Seattle Children's among the nation's best children's hospitals - for the 27th year in a row. We received national rankings in all 10 specialty areas evaluated by U.S. News & World Report, and are honored to be the only pediatric medical center in Washington to be ranked.

As a Magnet designated institution, and classified among America's best large employers by Forbes, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it's delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.
Overview
The Seattle Children's Bellevue Surgery Center is looking for a talented, compassionate person to fill the Patient & Family Relations Specialist position. This is a full time, 1.0 FTE position, Monday - Friday.

The Patient and Family Relations Specialist is integral in supporting our patients and families throughout their perioperative experience in collaboration with the surgery center staff and physicians. Additionally, this position will work closely with the perioperative leadership team to identify opportunities for improvement as they relate to the patient and family experience.

Experience in conflict resolution, strategic/creative problem solving, patient advocacy and strong communication skills across a multi disciplinary care team is a plus.

Responsibilities will include:
- Triaging and responding on behalf of the organization to patiens and families who have complaints and grievances in keeping with hospital and regulatory expectations
- Ability to quickly assess and de-escalate patients and families and craft strategies that establish or re-establish collaborative partnerships
- Utilize conflict resolution and mediation skills to support families, providers and staff by facilitating resolutions of complaints and grievances

#LI-AM1
Requirements
Required Education/Experience:
- Bachelor's degree in a social service or health care related field
- Demonstrated knowledge in facilitation, consultation, negotiation and conflict resolution
- Five (5) years of administrative or customer service experience in healthcare, social work counseling or related field

Preferred:
- Bilingual / bicultural
- Formal mediation training
- Experience working with or caring for special needs children
- Knowledge of and experience using CPI/Lean methodologies and processes
Our Commitment to Diversity
Our community welcomes diverse experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our increasingly diverse patients and families. Our organization recruits, employs, trains, compensates, and promotes without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The people who work at Seattle Children's are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves within this community, which cultivates and promotes equity, diversity, and inclusion at all levels.

Seattle Children's is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.

- Area of Interest: Patient & Family Support;
- FTE/Hours per pay period: 1.0 FTE (80 hours per bi-weekly pay periods);
- Work Status: Regular;
- Department: Bellevue Surgery Center;
- Shift: Day/Evening Shift;
- Job ID: 36707;.