Communication and Resolution Program (CRP) Director

Job Description

UW Medicine has an outstanding opportunity for a Communication and Resolution Program (CRP) Director. The CRP Director plays a critical role in leading the enterprise‑wide Communication and Resolution Program at UW Medicine, emphasizing a timely, empathic, and transparent response to unexpected patient harm and fostering a culture of accountability, learning, and healing.

Duties and Responsibilities

Program Leadership & Strategic Direction (30%)

• Serve as the enterprise program leader for CRP at UW Medicine, aligning with the Chief Quality Officer and Chief Medical Officer to ensure program success.
• Support fostering a culture of psychological safety, transparency, accountability, and continuous learning.
• Partner with UW and UW Medicine executive leadership and key stakeholders—including clinical care teams, risk management, patient safety, quality, relations, School of Medicine leadership, and UW claims—to build trust, inform strategic direction, and share ownership of CRP goals.
• Serve as a visible champion for high‑reliability principles and just‑culture practices.
• Facilitate the development of CRP governance structures and monitor their effectiveness.
• Present updates on CRP, including metrics and lessons learned, to UW Medicine leadership and relevant committees.

Program Management & Operations (50%)

• 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 staff and participants understand program goals and objectives.
• Manage CRP patient liaisons to ensure consistent, compassionate, and effective communication with patients and families following unexpected outcomes across UW Medicine.
• Partner closely with CRP entity site leaders to ensure consistent implementation and collaborate on entity‑specific needs.
• Engage with UW Medicine and UW leadership on events involving senior leaders such as the Chief Medical Officer, Chief Nursing Officers, Chief Quality Officer, Executive Directors, and others.
• Participate in the identification and evaluation of eligible cases for ECT (Early Claims Transition).
• Facilitate the identification and fulfillment of support for patients and families following unexpected outcomes to meet their immediate needs, ensuring timely access to resources and sustaining a patient‑centered approach.
• Other duties as assigned.

Training and Continuous Improvement (20%)

• Manage a comprehensive CRP training plan, including onboarding and just‑in‑time coaching to equip stakeholders with necessary tools and skills.
• Define, track, analyze, and report CRP‑related metrics and lessons learned to identify trends, inform continuous process improvements, and drive reductions in litigation risk.

Minimum Requirements

• Master's 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.
• Advanced oral and written communication skills.

Desired Qualifications

• 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 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.

Compensation, Benefits, and Position Details

Pay Range Minimum: $134,316.00 annual

Pay Range Maximum: $207,216.00 annual

Other Compensation: For information about benefits for this position, visit

Shift: First Shift (United States of America)

Temporary or Regular: This is a regular position

FTE (Full‑Time Equivalent): 100.00%

Union/Bargaining Unit: Not Applicable

About The UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem‑solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206‑543‑6450 or

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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