Purpose:
Work with Patient Care Services and Patient Relations Department to promote customer service and patient satisfaction at UPMC. Oversee the enforcement of complaint and grievance resolution in accordance with Policy Patient Compliant and Grievance Management.

Responsibilities:
 

• Assist Director of Patient Relations Departments with hiring, performance development for the Patient Relations Coordinators, Patient Relations Specialist, Senior office coordinator and office assistant.Monitor Patient Relations staff in resolving patient complaints and grievances in accordance with policy. Patient Compliant and Grievance Management, AD-PRE-02Take on units and case load to cover for team when out of office or at meetings.Review Patient Rights and Responsibilities periodically for accuracy and ensure compliance.Communicate Patient’s Rights and Responsibilities to patients and staff.Meet with Patient Relations team monthly to review case load and assist with ensuring regulatory compliance.Integrate complaint and grievance data into quality improvement initiatives.Work to help improve and manage the above and beyond ceremonies. Ensure Patient Relations team is following guidelines to investigate internally the Press Ganey Survey comments that come out every Monday.
• Complete any other assignments or projects as directed by the Director.Serve as the hospitals Section 504 Coordinator. Ensure compliance with Policy HS-HD-PR-03, non-discrimination in patient care.Lead the hospital response plan to condition Help and ensure compliance with the policy AD-PCC_18 Condition help.Develop strong partnerships with clinical team to serve as the voice of the patient and resolve grievances. Establish trainers that can be used to train new hires and monitor training and onboarding of new team members.Performs in accordance with system-wide competencies/behaviors.Perform other duties as assigned.