Swedish Health Services Patient Ombudsperson - Administration in Seattle, Washington
Swedish Health Services is looking for a Patient Ombudsperson (1.0 FTE, Day Shift) to work for the Administration at Swedish Shared Services in Seattle, WA.
The role and functions of the Ombudsperson may include, but are not limited to, assisting complaints, conflicts and concerns and/or broader systemic or policy-related issues that arise to protect against abuse, bias, and other improper treatment or unfairness toward patients in minority populations. Specifically, the Ombudsperson will be partnering with the Clinical Quality Investigations (CQI) and Patient Experience functions to ensure that a patient's voice is heard during the complaint process. They will assist the patient in navigating to the appropriate investigative function and will work to support the complainant during the investigation. The Ombudsperson will confront and escalate systemic or managerial problems when identified. The Ombudsperson will offer an apology, if appropriate. They will also mediate a solution, when possible.
In this position you will:
The Patient Ombudsperson has responsibility for:
Receiving complaints regarding patient rights violations from patients who fall in the targeted populations and are historically underrepresented when it comes to the maintenance of their patient rights; Receiving reports on unresolved complaints from patients and hospital representatives. Listening to complaints, documenting details in writing, and ensuring accuracy of written reports. Working with patients to identify the the resolutions they seek and trying to develop an acceptable settlement of the complaint in line with Swedish policy and the law;
Collaborating with Core Leaders who report concerns or red flags about trends they are seeing or hearing about. Working with Core Leaders to update Swedish practices contributing to repeated complaints;
Recognizing issues and reporting unresolved complaints to the Office of Compliance & Privacy and Risk Management (Claims) when the situation cannot be resolved amicably;
Educating Core Leaders and the Board of Trustees about the role of the Ombudsperson and conveying how they can assist Core Leaders and caregivers in averting and resolving patient-related problems;
Required qualifications for this position include:
Bachelor's Degree Sociology, psychology, conflict resolution, mediation, organizational behavior, counseling or related field.
2 years Experience in an Ombud or patient advocate position.
3 years Healthcare experience in a hospital setting.
Required Ombudsperson Certification, from the International Ombudsman Association or similar organization, required within two-years of hire.
Preferred qualifications for this position include:
Master's Degree Sociology, psychology, conflict resolution, mediation, organizational behavior, counseling or related field.
2 years Experience focused on patient rights.
Preferred Advanced certification in conflict transformation or dispute resolution, mediation, Ombud, negotiation, or other related experience
About Swedish Shared Services
Swedish is the largest, most comprehensive, nonprofit health provider in the Greater Seattle area. It is comprised of five hospital campuses (First Hill, Cherry Hill, Ballard, Edmonds and Issaquah); emergency rooms and specialty centers in Redmond (East King County) and the Mill Creek area in Everett; and Swedish Medical Group, , a network of more than 128 primary care and specialty care locations throughout the Puget Sound area.
Each campus has a local operations leadership team, supported by centrally located and led corporate services, such as Human Resources, Financial and Information Services.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
Our Mission is to improve the health and well-being of each person we serve.
Our Vision is Health for a Better World.
Swedish is the largest not-for-profit health care system in the greater Seattle area. It is comprised of five hospital campuses (First Hill, Cherry Hill, Ballard, Edmonds and Issaquah); emergency rooms and specialty center in Redmond (East King County) and the Mill Creek area in Everett; and Swedish Medical Group, a network of more than 128 primary care and specialty care locations throughout the greater Puget Sound area. Swedish employs nearly 13,000 caregivers (all employees), including nearly 1,400 providers. Whether through physician clinics, education, research and innovation or other outreach, we're committed to caring for the people in our region and beyond. Swedish is proud to be an Equal Opportunity Employer Swedish does not discriminate on the basis of race, color, gender, disability, protected veteran, military status, religion, age, creed, national origin, gender identity, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Patient Services
Work Locations: First Hill Broadway 1 (WA199) 601 Broadway Seattle, 98122
Req ID: 314721