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University of Washington · 1 month ago

Communication and Resolution Program (CRP) Director

Seattle, Non-Campus

Full-time

Hybrid

Lead/Staff, Director/Executive

$134K/yr - $207K/yr

5+ years exp

The University of Washington is a leading institution in healthcare education and services. They are seeking a Communication and Resolution Program (CRP) Director to lead the enterprise-wide CRP, focusing on improving transparency and accountability in response to unexpected patient harm. This role involves collaborating with various teams to enhance patient communication and support while fostering a culture of accountability and learning.

EducationHigher EducationUniversities

Responsibilities

Serve as the enterprise program leader for CRP at UW Medicine, in close partnership with and at the direction of the Chief Quality Officer and Chief Medical Officer for UW Medicine to ensure maturation and success of the program

Support fostering a culture of psychological safety, transparency, accountability, and continuous learning

Partner with UW and UW Medicine Executive leadership and key stakeholders, such as clinical care teams, clinical risk management, patient safety, clinical quality, patient relations, School of Medicine leadership, and UW claims, to ensure coordination, collaboration and communication to build trust, inform strategic direction and shared ownership of CRP goals

Serve as a visible champion for high-reliability principles and just culture practices

Facilitate development of CRP governance structures including monitoring their effectiveness

Present updates on CRP, including metrics and lessons learned, to UW Medicine and UW leadership and relevant committees

Evolve and manage a high-functioning CRP program, including workflows, communication protocols, continuous improvement and training programs

Create the UW communication and resolution program guidelines and procedures manual to ensure CRP program staff and participants are aware of and adhere to the program goals and objectives

Manage CRP patient liaisons to ensure consistent, compassionate, and effective communication with patients and families following real or perceived unexpected outcomes and adverse events across UW Medicine

Partner closely with CRP entity site leaders to ensure consistent implementation of CRP and collaborate on entity specific needs

Engage with UW Medicine and UW leadership on events, potentially involving leaders such as the UW Medicine Chief Medical Officer, the entity Chief Medical Officers, the entity Chief Nursing Officers, the UW Medicine Chief Quality Officer, the Chief of Staff for UW Medicine, entity Chief Executive Officers, the Directors and Senior Directors in Clinical Risk Management, School Medicine Chairs and Vice Chairs, as well as the Executive Director of UW Risk Management, the Director of UW Claims Services and UW Claims Managers

Participate in the identification and evaluation of eligible cases for ECT (Early Claims Transition)

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

Other duties as assigned

Manage a comprehensive CRP training plan, including onboarding and just-in-time coaching to equip stakeholders with the necessary tools and skills for CRP

Define, track, analyze, and report CRP-related metrics and lessons learned to identify trends, inform continuous process improvements, and drive reductions in litigation risk

Qualification

Patient Safety CertificationHealthcare Quality CertificationLeadership in HealthcareClinical Risk ManagementCultural CompetenceCommunication SkillsContinuous ImprovementNegotiation TechniquesInterpersonal SkillsProject Management

Required

Masters in healthcare administration or related field

Certification in Patient Safety (CPPS) and Healthcare Quality (CPHQ)

At least five years of progressive leadership experience in patient safety, quality, or risk management

Experience working in a clinical environment

Demonstrated success in leading enterprise-wide safety/quality initiatives or project management in complex healthcare systems and diverse disciplines

Advanced oral and written communication skills

Preferred

Clinical background preferred

Experience managing or launching a CRP or similar disclosure and resolution program

Familiarity with IHI Improvement Model, Lean or other performance improvement methodologies

Strong interpersonal and communication skills with the ability to influence across disciplines and levels

Negotiation techniques such as Alternative Dispute Resolution methodologies

Experience with providing person-centered care to vulnerable populations, with particular focus on cultural competence, advocacy, and addressing health disparities

Ability to handle confidential information with professionalism and discretion