Job Description

Job Title: Patient Relations Representative
Job ID: 671135
Status: Casual
Regular/Temporary: Limited
Shift: Day Job
Facility: UPMC East
Department: Quality-PtSafetyRegulaty
Location: 2735 Mosside Boulevard, Monroeville PA 15146


The Patient Relations Representative serves as a liaison between patients and to provide the following services: providing information, educating on patient rights and responsibilities, enforcing and interpreting policies and procedures, addressing and/or resolving patient complaints, offering services and improving patient satisfaction. The Patient Relations Representative supplements clinical care and support services by alleviating inconvenience, elevating spirits, resolving concerns/complaints and accommodating the special needs of patients and their families/visitors.

  • Annual updates Patient Relations Program based on patient, family/visitor, staff and physician feedback coupled with competitor and other industry benchmarking.
  • Attends outside organizational meetings for networking and continued learning for patient satisfaction.
  • Collaborates with Finance Department on billing concerns. Obtains approval from PatientBusiness Services and CFO for all reductions in bill or waivers.
  • Collects and files all information regarding patient complaints and compiles a patient complaint folder.
  • Collects and/or analyzes patient satisfaction data and shares with peers and management in a manner that stimulates improvement.
  • Communicates Patient's Rights and Responsibilities to patients and staff. Ensures information related to Patient Rights and Responsibilities is posted and available to patients, staff, visitors and family.
  • Communicates directly to department heads on complaint concerns and provides patient information.
  • Compiles patient and family/visitor feedback to identify process improvement and service enhancement opportunities.
  • Complete any other assignments or projects as directed.
  • Comply with all UPMC Performance Management competencies/behaviors and policies/procedures.
  • Coordinates liaison activity between patients and inpatient and outpatient departments.
  • Coordinates or participates in special event as appropriate.
  • Develops and responds to triggers which identify patients with needs that are outside of the scope of all other clinical and ancillary disciplines on assigned units.
  • Develops relationship with Nurse Leadership and staff from all departments which foster mutual support and innovative strategies to meet patient and family/visitor needs.
  • Develops relationships with Department Heads, Nurse Leadership, and appropriate staff to resolve complaints, improve customer service, enforce UPMC service standards and strategizes to improve abilities to meet patient needs. Serves as a formal and informal mentor for staff customer service skills.
  • Documents complaint information that prompts the opening of the case and all of the related documentation and follow up.
  • Enter all complaints into Riskmaster.
  • Forwards all relevant complaints to Nursing Administration and Risk Management and participates in investigation as appropriate.
  • Implements and participates in continual improvement of Patient Relations.
  • Interacts with Department of Health or other governing bodies on specific complaint investigation and follow up as requested.
  • Intervenes with crisis management skills in situations where there is need. Seeks assistance as needed.
  • Investigates patient complaints from various sources (staff, family, visitors, patients, physicians, and written correspondence). Acknowledges with letter to patient within one week of receiving complaint on status. Adheres to all required elements of the complaint/grievance process.
  • Liaison between patient and family with care team.
  • Maintains a complaint/grievance log
  • Maintains knowledge of Patient Rights and Responsibilities and ensures all information is accurate.
  • Participates on Patient Satisfaction, Safety Committee and other committees as assigned to enhance employee morale and increase patient satisfaction.
  • Participates on quality improvement teams to enhance employee morale and increase patient satisfaction.
  • Periodically conducts patient rounds to identify opportunities for improvement.
  • Problem solves for complaint resolution by involving various hospital departments, listening to all of the concerns and compiling the investigation of the complaint and follow up to patient.
  • Reports all physician complaints. Obtains approval in regards to all correspondence to the case.
  • Reports all quality of care and potential litigation cases to Vice President of Patient Care Services, Director, Quality and Nurse Leadership within 24 hours or immediately if patient is still in the hospital. Obtains approval in regards to all correspondence to the case.
  • Responds to admission triggers which identifies patients with needs that are outside the scope of all other clinical and ancillary disciplines on the assigned unit. Works with the appropriate Nurse Manager to resolve any issues.
  • Utilizes critical thinking skills to anticipate needs and to respond to patient complaints and concerns to minimize impact of emergent events.
  • Works with Directors/Managers to update Patient Relations Strategic Plan annually, based on prior years reporting, feedback and industry benchmarking.
  • Works with other departments to provide in-services and education on customer service, service standards, patient satisfaction and patient rights and responsibilities.


  • High school diploma or equivalent and five years experience in healthcare setting OR Bachelors degree in Communications or related field and one year of experience in a healthcare setting required.
  • One year customer service experience in a health care setting OR three years customer service experience in another setting required.
  • Demonstrated excellent role model customer service skills.
  • Proven ability to command resources and influence peers.
  • Understanding of quality improvement principles. 
  • Excellent written and verbal communication and organizational skills.
  • Strong computer skills and ability to work independently.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $15.52 to $25.35

Union Position: No

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