Patient Relations Coordinator

UPMC • Pittsburgh, PA

6h • Onsite

About The Position

UPMC St. Margaret is currently hiring a Patient Relations Coordinator to join our Quality and Risk Management Team! This position will work Monday through Friday from 8am to 4pm with no weekend or holiday coverage. The Patient Relations Coordinator serves as a key advocate for patients and families, playing a vital role in ensuring a positive patient experience throughout the hospital. In this role, the coordinator responds to patient and family concerns, complaints, and grievances, working collaboratively with clinical and operational teams to resolve issues respectfully, efficiently, and in accordance with UPMC policies and regulatory standards. The Patient Relations Coordinator supports patient rights, promotes service recovery, and helps drive continuous improvement in patient satisfaction, communication, and overall care experience. If you are someone who is passionate about patient experience, have exceptional customer service experience, and thrive within crisis management, we encourage you to apply!

Requirements

• Bachelors degree and 1 year of customer service experience or Associates degree and 3 years of customer service experience or HS Diploma and 5 years of customer service experience
• Ability to command resources, influence peers and multi-task.
• Understand and apply quality improvement principles.
• Excellent written and verbal communication and organizational skills.
• Strong computer skills and ability to work independently.

Responsibilities

• Participate on committees related to family-centered care or service excellence.
• Assist volunteer activities associated with the Patient Representative function.
• Carry out requirements of complaint management policy and procedure.
• Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their healthcare experience.
• Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing 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
• Career Level: Mid Level
• Education Level: High school or GED