Careers in Quality

Position Summary:
The Supervisor of Patient & Family Relations is responsible for the implementation and sustainment of the Patient & Family Relations Director’s strategic initiatives. This is accomplished through the direct oversight and management of the Patient & Family Relations program and other support services/systems/programs. The scope of this function will be in both the operations and clinical practice areas relative to the oversight and resolution of customer concerns and grievance processes. The Supervisor performs routine audits of grievances and concerns to validate timely and thorough responses to patient relations MeQIMs. Oversight of the Patient & Family Relations program will be integrated to the development of new programs and woven into existing programs.

Minimum Requirements:
Three years’ experience and demonstrated skills in a leadership or a supervisory role.
Minimum of 1 year of proven success as a hospital based Patient & Family Relations Specialist within MultiCare Health System.

Education/Licenses/Certifications:
Bachelor’s degree or
Five years’ experience in customer service, service recovery, or coaching in the health care industry.

Position Type: Full-Time Regular
Full Time Employee: Yes
Primary Shift: Day
Work Schedule: Day Shifts

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About MultiCare Health System

MultiCare is a not-for-profit health care organization with more than 20,000 team members, including employees, providers and volunteers. MultiCare has been caring for our community for well over a century, since the founding of Tacoma’s first hospital and today is the largest community-based, locally governed system of health in the state of Washington, serving communities across Washington and Northern Idaho. MultiCare’s comprehensive system of health includes numerous primary care, urgent care and specialty services — including Mary Bridge Children’s Hospital & Health Network; MultiCare Indigo Urgent Care; Pulse Heart Institute; MultiCare Medical Associates, affiliated physicians; MultiCare Rockwood Clinic, the largest multispecialty clinic in the Inland Northwest region; and MultiCare Connected Care, our Accountable Care Organization. Eleven hospitals complete the organization: Allenmore Hospital, Auburn Medical Center, Capital Medical Center, Covington Medical Center, Deaconess Hospital, Good Samaritan Hospital, Mary Bridge Children’s Hospital — the Puget Sound region’s only children’s hospital and state-designated Level II Pediatric Trauma Center for Western Washingt...on — Navos Behavioral Health Hospital, Valley Hospital, Tacoma General Hospital — which is home to the South Puget Sound region’s only Level IV Neonatal Intensive Care Unit — and Wellfound Behavioral Health Hospital. Our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness, serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other. MultiCare is also proud of our commitment to workforce diversity and culturally competent care. This commitment is led by our CEO and supported through employee education and community outreach.

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