Assistant Director, Patient and Family Experience
Company: University of Washington
Location: Seattle
Posted on: May 3, 2025
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Job Description:
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Director, Patient and Family ExperienceAssistant Director, Patient
and Family ExperienceReq #: 245303Department: PSYCHIATRY AND
BEHAVIORAL SCIENCESJob Location: Seattle CampusPosting Date:
04/24/2025Closing Info: Open Until FilledOther Compensation:Shift:
First ShiftBenefits: As a UW employee, you will enjoy generous
benefits and work/life programs. For a complete description of our
benefits for this position, please visit our website, click here.As
a UW employee, you have a unique opportunity to change lives on our
campuses, in our state and around the world. UW employees offer
their boundless energy, creative problem-solving skills, and
dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional
growth opportunities and unique resources in an environment noted
for diversity, intellectual excitement, artistic pursuits, and
natural beauty. All of which has allowed the UW to be nationally
recognized as a "Great College to Work For" for four consecutive
years.
The Department of Psychiatry and Behavioral Sciences within the UW
School of Medicine is the third largest clinical department within
the School of Medicine with 330 full-time faculty members, 460
courtesy faculty members, and over 350 staff. Department faculty
provide clinical services in 5 hospitals, 14 primary care
locations, and several outpatient sites in addition to
telepsychiatry consultations to more than 150 clinics in Washington
and beyond. As the only academic psychiatry department serving the
five state WWAMI region (Washington, Wyoming, Alaska, Montana,
Idaho), the Department's highly competitive residency training
program is largely responsible for developing the mental health
workforce in the Pacific Northwest. The Department's robust
research portfolio totals $67 million in grants and contracts per
year for projects ranging from clinical neurosciences to treatment
development to health policy and population health. The Department
is recognized as an international leader in developing, testing,
and implementing Collaborative Care, an integrated care model
increasingly seen as a solution for population-based mental health
care. Other areas of excellence include Addictions, Autism, High
Risk Youth, Neurosciences, and Trauma, and the Department is
developing innovative new programs in Technology and Mental Health,
Global Mental Health, Maternal and Child Mental Health, and
Targeted Intervention Development. Psychiatry is the third largest
department in the School of Medicine and the largest non-divisioned
department. The overall annual operations funding from all sources
is over $130 million.
The Department of Psychiatry & Behavioral Sciences within the UW
School of Medicine currently has an outstanding opportunity for a
Assistant Director, Patient and Family Experience.
This is a position with an expectation of being in the office 2-3
days per week.
POSITION PURPOSE
The Department of Psychiatry and Behavioral Sciences is recruiting
for an Assistant Director of Patient and Family Experience (AD)
across our Telepsychiatry and Patient and Caregiver Support
programs. The AD provides operational support to clinically focused
behavioral health access programs based in the Department and
reports to the Director of Patient and Family Experience (DPFE).
The AD is responsible for direct supervision of a team of Mental
Health Navigators (MHN) (Program Coordinator classification) who
staff the Department's provider to provider psychiatric
consultation programs - the Psychiatry Consultation Line (PCL) and
the Perinatal Psychiatry Consultation Line (Perinatal PCL) and the
patient-facing Perinatal Telepsychiatry Clinic. The PCL operates 24
hours per day, while the other programs are available non-holiday
weekdays during business hours. The AD works with Department
faculty across all UW Medicine locations, as well as service
chiefs, the Department Chair and Vice Chair. The AD collaborates
closely with the DPFE to develop and implement new patient and
family access and support programs based on department needs and
funding.
In addition, the AD provides back up to the DPFE in triaging
patient and/or family referrals for navigation and access to
behavioral health care assistance. As such, this position requires
the utmost discretion regarding patient privacy rules and
regulations as well as strict adherence to ethical standards of
clinical practice.
POSITION COMPLEXITIES
As requested, the AD will work with Department administrative and
clinical leadership, IT, Communications and Marketing, and Finance,
to support team programs. This includes managing day-to-day
operations of all team programs including triaging callers who may
be in behavioral health distress or crisis, maintaining clear
operational protocols for all team members, ensuring contractually
required deliverables, data sets, and reporting are met, and
analyzing program data for trends and improvement opportunities.
The AD will also assist in program marketing and outreach efforts
including attendance at statewide conferences, participating in
in-person and virtual presentations about the programs and other
related efforts as assigned. At times, the AD will work with the
department Chair, Vice Chairs, Chiefs of Service and Medical
Directors to respond to requests for patient and/or family
assistance that may originate from internal and external sources
such as UW Deans, Board Members, faculty, and UW Medicine executive
leadership. As part of this work, the AD will be expected to
coordinate closely with both internal and external resources to
ensure timely and accurate responses to requests for assistance.
The AD will supervise a hybrid workforce based out of the
Department's Health Sciences location.
POSITION DIMENSIONS AND IMPACT TO THE UNIVERSITY
Behavioral healthcare access is of increasing importance within the
UW system and in the community. The department has expanded its
clinical consultation, telepsychiatry and patient and family
experience service areas. This growth includes state and federally
sponsored contracts as well as philanthropically funded
programming. The PCL and Perinatal PCL are state-wide programs,
funded by the Washington legislature, intended to provide
specialized psychiatric services to healthcare providers across
Washington. The Family and Caregiver Training and Support (FACTS)
Program is a more recent, philanthropically funded project intended
to improve levels of engagement of family members and loved ones of
the patients we serve across UW Medicine. The AD will participate
in unit and departmental activities to help identify important gaps
in care or challenges in coordinating services, help us to
continuously improve and innovate in our clinical services and
advocate for improving behavioral health services and access
throughout UW Medicine, our community and our state.
DUTIES AND RESPONSIBILITIES
Management of Navigator Staff (50%)
- Participate in all aspects of human resources processes
including hiring, orientation, supervision, performance monitoring
and evaluations.
- Ensure timely action on staff leave requests, timecards, and
managing coverage calendar, and ensuring adequate staffing levels
for necessary shift coverage for planned and unplanned
absences.
- Assist in the day-to-day management, supervision and training
of team of navigator staff to ensure programs are positioned to
meet deliverables and service level agreements.
- Serve as a point of escalation for cases involving potential
clinical risk and/or safety concerns. Escalate safety, management
and personnel concerns to DPFE in a timely fashion.
- Contribute to the development and maintenance of program
processes and workflows. In close coordination with DPFE and other
program leadership, may make edits or updates to existing standard
operating procedures.
- Develop and maintain procedures and systems to support hybrid
work arrangements for program staff. This includes coordination
with Department IT, UW Medicine IT and UW Medicine Telecom to
ensure staff have functional workstations and being available to
problem-solve interruptions and/or failures related to these
technologies.
- Ensure all team members have adequate training and ongoing
access to relevant electronic systems including EPIC (UW Medicine's
electronic medical record system), Provider One (Washington State's
Medicaid Management Information System), SharePoint, and serve as
the team's content matter expert for all of these systems.
- Ensure continued clinical and administrative competency of
staff via personalized and timely performance evaluations,
including individualized performance improvement coaching as
indicated.
- Maintain familiarity with union contract provisions and ensure
compliance with requirements therein.
- Perform related duties as requested to anticipate and support
growth of our telepsychiatry and patient and family support
programs.
Program Development and Support (30%)
- Collaborate closely with DPFE to establish and achieve program
goals and to develop new and innovative programs that expand
patient and family access and support programming across UW
Medicine. This includes developing new programs as requested to
support service and departmental goals.
- Coordinate with relevant stakeholders to develop and maintain
program guides, procedures and training manuals.
- Provide accurate and timely reporting to funders, including
being part of the development and maintenance of program
database(s).
- Ensure data integrity and accuracy via regularly scheduled
audits using key performance indicators to determine staff training
needs and to ensure appropriate staffing levels.
- In close collaboration with DPFE, complete monthly, quarterly
and annual reports including inter-rater reliability (IRR)
activities.
- Adjust to evolution of program technologies and attend relevant
trainings, remote or in-person, as needed or requested by program
leadership.
- Provide backup to DPFE on behavioral health clinical case
triage to include patient access and navigation assistance
throughout UW Medicine and in the community.
- Attend all relevant program meetings including all UW Medicine
program sites and community based.
- Serve as an ambassador for Patient and Caregiver Support,
telepsychiatry and consultation programming by actively engaging in
regular marketing and promotion efforts. This may include social
media, staffing exhibitor booths at conferences across Washington
State, developing informational materials, and fielding general
inquiries.
- Observe principles of data security and patient confidentiality
including safeguarding PHI according to UW Medicine and HIPAA
requirements.
- Maintain ethical standards in the performance of duties and in
interactions with program callers and colleagues.
Professional development (20%)
- Participate in individual, team and program goal
setting.
- Complete all required training including annual safety review,
HIPAA and Compliance modules, EPIC, and others to continually
improve skills and stay current with program operations.
- Actively engage in regularly scheduled supervision and
participate in ongoing professional development and education.
Supervisory Responsibilities
Will provide direct supervision of all mental health navigator staff who operate on a hybrid telework arrangement.
MINIMUM REQUIREMENTS
- Master's degree in social work, nursing, psychology, or a
related field AND a minimum of 2 years of experience in a health
care or behavioral health care setting; OR an equivalent
combination of education and experience.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
DESIRED QUALIFICATIONS
- Current/active professional certification or license in a
relevant clinical field (e.g., LICSW, LMHC, RN).
- Three years of experience in a health/behavioral health care
setting including at least one year of supervisory
experience.
- Demonstrated ability to work collaboratively with supervisor or
manager on program innovations and perform duties with a high level
of professionalism, sensitivity and confidentiality.
- Prior experience in clinical triage including working with
families of patients receiving or seeking behavioral healthcare
services.
- Experience working with the public or representing an
organization to other organizations.
- Experience with data management, quality improvement and
quality assurance activities, meeting contract deliverables and
reporting requirements.
- Ability to work effectively both as a team member and
collaborator with DPFE but also work independently with minimal
supervision.
- Excellent communication and interpersonal skills to establish
and maintain relationships with a wide variety of
constituents.
- Documented excellence in customer service for a diverse
customer base.
- Demonstrated ability to take initiative, set and change
priorities, creatively solve problems, and exercise good
judgment.
- Knowledge of the UW Medicine clinical services.
- Proficiency in the use of EPIC (electronic medical record
systems), MS Word, MS Excel, PowerPoint, MS Outlook, Zoom, Red Cap,
SharePoint, and Tableau.
Application Process: The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu .Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .
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Keywords: University of Washington, Lakewood , Assistant Director, Patient and Family Experience, Executive , Seattle, Washington
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