UNIVERSITY OF WASHINGTON

Specification for Class

PATIENT REPRESENTATIVE

UW CODE AND REPRESENTATIVE GROUP

8070 (SEIU Local 925 Clerical Nonsupervisory)

DEFINITION

Act as patient advocate, reviewing patient concerns for appropriate action.

DISTINGUISHING CHARACTERISTICS

Positions in this class are distinguished by the responsibility to independently review, investigate and resolve a wide variety of patient complaints and recommend and implement appropriate solutions.

TYPICAL WORK

Interview patient and/or representative of patient and determine nature of concern or problems relating to the level of care received; investigate and evaluate patient's complaints with professional administrative and department personnel; document and report results of interview;

Identify and provide to Hospital Administration research and recommendations regarding legal liabilities, risk management and quality of care;

Maintain and monitor follow-up system to keep patients, department managers and administration informed of the status of appropriate concerns; work with department managers to effect change in their practices relating to patient relations;

Collect and assess data concerning patient and institutional-related problems and recommend appropriate changes in hospital policies;

Interpret hospital's policies, procedures and services to patients, patients' representatives, inter/intra-hospital departments and community facilities;

Principle staff to Patient Relations Committee, devising agenda and identifying topics and follow through on committee's recommendations and developments; serve on other relevant committees, recommend changes in institutional procedures and practices related to patient services;

Adjust patient's charges within institutional/hospital policy; initiate follow-up to patient;

Develop information for newsletters, brochures and printed materials provided to patients and staff;

Represents the Hospital on matters regarding Patient Relations to outside agencies and groups;

Perform related duties as required.

MINIMUM QUALIFICATIONS - UW Contract Classified
DESIRABLE QUALIFICATIONS - Classified Non-Union

Bachelor's Degree in a Health Care or related field AND one year's experience involving responsibility and exposure to include administrative, professional and patient contact.

An equivalent combination of education, training and/or experience may substitute for the degree requirement.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

New Class: 3-23-78
Revise MQ: 7-2-90
New to CSA: 5-1-00

CSR Class Conversion (mc): 06-01-05