Mediation & Support Specialist

$67,000 - $143,800/Yr

University of California - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Educational Services

About the position

The Mediation & Support Specialist in Patient Relations at UCSF is responsible for providing consultative and strategic support to patients, visitors, and staff across all Medical Center locations. This role involves addressing complex patient complaints, coordinating multidisciplinary reviews, and ensuring compliance with patient rights and responsibilities. The specialist also manages the Decedent Affairs program, providing emotional support to families and interfacing with external agencies. The position emphasizes teamwork, effective communication, and the promotion of patient satisfaction while minimizing medical/legal risks.

Responsibilities

• Represent the Patient Relations department to internal and external customers.
• Provide day-to-day functional and strategic support to department programs and customers.
• Respond to complex patient complaints and allegations.
• Coordinate comprehensive multidisciplinary reviews and recommend potential resolutions.
• Facilitate activities that promote patient satisfaction and reduce negative outcomes.
• Educate Medical Center staff on Patient Rights, Customer Service, and effective communication.
• Run the Decedent Affairs program in compliance with State and Federal regulations.
• Maintain working relationships with internal partners and participate in improvement activities.
• Assist with databases and computer systems vital to department support.
• Support special projects for the department Director.

Requirements

• 5 years of relevant experience in patient relations or a similar field.
• Strong skills to resolve patient or customer issues effectively.
• Ability to manage projects through to completion while adapting to changing priorities.
• Excellent interpersonal skills to maintain professional relationships with peers and management.
• Strong critical thinking skills to evaluate issues and identify solutions.
• Excellent verbal and written communication skills, including active listening.
• Ability to perform functions in word processing and spreadsheet software.
• Comprehensive knowledge of Patient Relations application programs.
• Ability to use sound judgment in responding to issues and concerns.
• Solid organizational skills and ability to multi-task under demanding timeframes.

Nice-to-haves

• Bachelor's degree in a related area or equivalent experience/training.
• Thorough knowledge of Patient Relations techniques and procedures.
• Knowledge of relevant patients' rights laws and regulations.
• Strong teaching skills to communicate complex concepts effectively.
• Notary license.

Benefits

• Competitive salary range of $67,000 - $143,800 annually.
• Opportunities for professional growth and continuous learning.
• Comprehensive health benefits and retirement plans.