Patient Relations Coord

UPMC • Pittsburgh, PA

2d • Onsite

About The Position

Function as a liaison between patients and families and the hospital. The role communicates patient rights and responsibilities, handles the submission and resolution of patient complaints and grievances to improve patient satisfaction, and supports clinical care and ancillary services by alleviating inconvenience, elevating spirits, and addressing the special needs of patients, families, and visitors.

The position is based at the Presbyterian campus. Scheduled hours are Wednesdays from 9:30 a.m. to 8:00 p.m. and Saturdays from 8:00 a.m. to 6:30 p.m., with some flexibility in Saturday hours. Additional shifts may be available as needed based on departmental coverage requirements.

Requirements

• Bachelor’s degree and 1 year of customer service experience, or an Associate’s degree and 3 years of customer service experience, or a high school diploma and 5 years of customer service experience.
• Ability to command resources, influence peers, and multitask.
• Ability to understand and apply quality improvement principles.
• Excellent written and verbal communication and organizational skills.
• Strong computer skills and ability to work independently.
• Act 34 clearance.

Responsibilities

• Participate on committees related to family-centered care or service excellence.
• Assist with volunteer activities associated with the Patient Representative function.
• Carry out the requirements of the complaint management policy and procedure.
• Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking resolution of problems with any aspect of their healthcare experience.
• Participate in care conferences as a support person for family members, helping them understand, interpret, and organize information for inquiry resolution.
• Accurately document and report accounts of problems and activities on behalf of patients and families.

What This Job Offers

• Job Type: Full-time