Mediation & Support Specialist - Patient Relations/Decedent Affairs (Pat REL Profl 4)

Ucsf Medical Center San Francisco , CA 94118

Posted 3 weeks ago

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.

Ranked by U.S. News & World Report as seventh in the country - 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.

Department Description

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 familes and operating this full service program managed by Patient Relations.

Job Summary

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 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 which reduce or prevent negative outcomes and which promote patient satisfaction and have a positive impact for 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 department Director and supports the many operations of a multifaceted department in a fast paced environment.

Required Qualifications

  • Four years 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

  • Working knowledge of common organization-specific and other computer application programs

  • Ability to use discretion and maintain confidentiality

  • The flexibility to orient and work at all UCSF Health locations

Preferred Qualifications

  • Notary; will gain license during term of employment

  • 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


  • N/A

Living Pride Standards

Service Excellence

  • Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.

  • Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.

  • Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices

  • Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.

  • Demonstrates an understanding of and adheres to safety and infection control policies and procedures.

  • Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.

Work Environment

  • Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.

  • Picks up and disposes of any litter found throughout entire facility.

  • Posts flyers and posters in designated areas only; does not post on walls, doors or windows.

  • Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.

  • Protects the physical environment and equipment from damage and theft.

The flexibility to orient and work at all UCSF Health locations is required.

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. Further information about the University of California, San Francisco, is available at UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.

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Mediation & Support Specialist - Patient Relations/Decedent Affairs (Pat REL Profl 4)

Ucsf Medical Center