Patient Liaison (2 positions)

Job Description

UW Medicine has an outstanding opportunity for two Patient Liaisons. The Patient Liaison plays a critical role in facilitating communication with and supporting patients and their families in response to perceived or actual unexpected clinical outcomes or adverse events as part of UW Medicine’s Communication and Resolution Program (CRP). This program emphasizes timely, empathic, and transparent, response to unexpected patient harm by promoting proactive, open communication among patients, practitioners, and organizations to improve transparency and accountability. The Patient Liaison is integral to CRP efforts. This position will report to the UW Medicine CRP Program Director within the office of the Chief Quality Officer at UW Medicine. The Patient Liaison will work collaboratively with teams across UW Medicine (e.g., UW Medical Center-Montlake, UW Medical Center-Northwest, Harborview, UW Medicine Primary Care), including clinical care teams, clinical risk management, patient safety, clinical quality, patient relations and UW Claims Services to develop and implement compassionate and transparent patient communications in response to perceived or actual unexpected clinical outcomes or adverse events. This position requires the ability to interact effectively with UW and UW Medicine executives, clinical leaders, and healthcare professionals regarding sensitive matters. This position requires an understanding of healthcare operations and resources, as well as advanced communication skills that help restore trust and positive patient and family relations. This position requires working across diverse patient populations in both hospital and ambulatory care settings, demonstrating adaptability, cultural sensitivity, and a commitment to enhancing patient and family experiences. DUTIES AND RESPONSIBILITIES Patient & Family Communication and Support (60%) Serve as a liaison between clinical care teams, clinical risk management, patient safety, clinical quality, claims services, patient relations, and patients and families following perceived or actual unexpected clinical outcomes and adverse events, providing supportive, empathic and proactive transparent communication Be the primary contact for patients and families and the liaison between patients/families and organizational team members Identify the emotional and informational needs of patients and families affected by adverse medical events and facilitate access to resources such as social work, spiritual care, interpreter services, cultural mediators or other support resources to address their specific needs Facilitate identification and fulfillment of support for patients and families following unexpected outcomes or adverse events to meet their immediate needs, ensuring timely access to resources and sustaining a patient-centered approach Participate in the identification of cases eligible for Early Claims Transition (ECT) Support CRP across the UW Medicine system, as needed, by completing cross-training at UW Medicine entities, including Harborview Medical Center, UW Medical Center Montlake and Northwest campuses, and UW Medicine Primary Care locations. Collaborate with other patient liaisons to ensure seamless coordination and consistency in delivering support Stakeholder Collaboration & Coordination (35%) Collaborate with CRP stakeholders, including clinical care teams, clinical risk management, patient safety, clinical quality, claims, and patient relations, to develop and execute communication plans including facilitating patient and family meetings Engage with UW Medicine and UW leadership on event management, potentially involving leaders such as the UW Medicine Chief Medical Officer, the entity Chief Medical Officers, entity Chief Nursing Officers, the UW Medicine Chief Quality Officer, entity Chief Executive Officers, the Directors and Senior Directors in Clinical Risk Management as well as the Executive Director of UW Risk Management, the Director of UW Claims Services and, as appropriate, UW Claims managers. Represent the patient and family perspective by participating and contributing the patient/family voice at event review meetings conducted by patient safety and clinical risk management teams to ensure patient-centered considerations are integrated into discussions of findings and outcomes Escalate issues to the appropriate CRP leader, including CRP entity site leaders and CRP Program Director, as needed Education and Coaching (5%) Escalate issues to the appropriate CRP leader, including CRP entity site leaders and CRP Program Director, as needed MINIMUM REQUIREMENTS Master’s degree in social work, crisis / emergency management psychology, or nursing Professional certification or license as a social worker or Registered Nurse (RN) Five or more years’ experience as a clinical social worker or as a registered nurse practicing in a clinical setting Additional Requirements Experience in hospitals or health care settings Advanced oral and written communication skills Extensive background and work in providing person-centered care to vulnerable populations, with particular focus on cultural competence, advocacy, and addressing health disparities Ability to readily travel among UW Medicine physical locations to meet with UW Medicine staff and/or patients and their families Equivalent education and/or experience may substitute for minimum requirements. DESIRED REQUIREMENTS Experience in patient-facing roles Experience providing support in situations involving trauma, death, dying, or end-of-life care Experience in healthcare regulations and accreditation standards Experience with communication and resolution programs Ability to handle confidential information with professionalism and discretion Conditions of employment This position is eligible for telework for 1-2 days per week. Compensation, Benefits and