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Mediation & Support Specialist - Patient Relations/Decedent Affairs (ANL 4)

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POST DATE 9/2/2016
END DATE 11/12/2016

University of California - San Francisco Medical Centers San Francisco, CA

San Francisco, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


Job Title

Mediation & Support Specialist - Patient Relations/Decedent Affairs (ANL 4)

Job ID


Job Code


Job Family

Professional Support Staff



Weekly Hours

40 ; 100%

Appointment Type



Pt Relations/Decedent Affairs


8-hour Days

Full/Part Time


Union Information

This classification is not represented by a union

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Our legacy of unsurpassed patient care and unceasing mission to integrate high-tech medical research with clinical operations has led to our prestigious standing as one of the top 10 hospitals in the nation according to U.S. News & World Report. As a premier health care institution dedicated to advancing health worldwide, UCSF Medical Center can also be the best place to advance and shape your career.

The medical center's employees are one of the most important reasons why we are recognized as one of the nation's best hospitals. To work at UCSF Medical Center is to be part of an institution that provides the highest caliber of care to patients; a nurturing, dynamic and team-oriented atmosphere in which to best use your skills and talents.

Department Description

Patient Relations provides consultative support to patients and staff in all UCSF Medical Center locations including inpatients, out patients, and ancillary services. Patient populations served include adults, pediatrics, and their representatives.

We facilitate patient/family problem and conflict resolution and assist staff in responding to patient complaints and grievances. We represent the CEO and other Executives Officers in complaint resolution. We are a resource for Patients Rights and Responsibilities, special needs, disability access and accommodations, cultural sensitivity, LGBT sensitivity, decedent affairs, and advance directives and customer service training to improve the patient experience. We utilize complaint data to work with staff on performance improvement projects to enhance patient satisfaction. We are responsible for promoting compliance with regulations pertaining to the The Joint Commission Chapter Rights of the Individual, CMS, and other regulatory bodies.

Work includes but is not limited to policy review and revision and staff education.

Job Summary

This position reports to the Manager of Patient Relations and is responsible for representing the department to internal and external customers. Responds compassionately to complex patient complaints and allegations, including, adult and pediatric inpatients and outpatients, and all outpatient medical and ancillary practices. Performs and coordinates comprehensive multidisciplinary reviews, recommends potential resolutions, and exercises appropriate judgment in development of responses to complex situations 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, that 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, Decedent Affairs, and Equal Access. Provides day-to-day, functional, consultative and strategic support to all department programs and customers (patients, visitors, and staff) throughout all Medical Center locations.

Uses effective patient/customer communication to ensure internal effectiveness and external regulatory compliance. Identifies, initiates, and participates in appropriate improvement activities when needed. Demonstrates excellent interpersonal communication, mediation, conflict management, and problem solving skills with a focus on teamwork and collaboration. Respects Patient s Rights and privacy and role models to all other staff. Active use of data bases and computer systems which are vital to supporting the department and the Medical Center. Provides administrative support for special projects to department Director and supports the many operations of a multifaceted department in a fast paced environment.

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

Required Qualifications

* Notary Public license or willingness to become a Notary Public

* BS/BA in health/public administration or related field and four to five years relevant experience, or equivalent combination of education and experience

* Strong clinical knowledge and ability to analyze complex clinical data, medical records, etc

* Excellent communication skills (oral, written, electronic) to effectively interact with all levels of staff, physicians, and external parties

* Demonstrate professional judgment in handling sensitive and confidential issues with tact and discretion

* Excellent analytical, project management and independent problem-solving skills

* Strong critical thinking skills to understand define and formulate innovative solutions to complex non-routine issues

* Function independently and interdependently within a team with minimal supervision, demonstrating excellent judgment, attention to process and detail, and appropriate outcomes/resolutions

* Ability to lead interdisciplinary teams and coordinate multiple perspectives to achieve desired results

* Excellent organizational and time management skills; ability to set priorities under pressure; manage multiple demands, consulting, collaboration, and presentation skills

* The flexibility to orient and work at all UCSF Medical Center locations is required

Preferred Qualifications

* Registered nurse or other relevant clinical license or certification

* Degree in health/public administration or related field

* Knowledge and experience of patient satisfaction/customer service

* Work experience in a large academic medical center

* Knowledge of external regulations and regulatory agencies

* Experience working in the mental health field or as an independent health care consultant

* Work experience in lower positions in a Patient Relation s department


* Notary Public license or willingness to become a Notary Public

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