Job Description

Job Title: Patient Relations Coordinator
Job ID: 729584
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Presbyterian
Department: Pat _ Fam Support Serv
Location: 3601 Fifth Avenue, Pittsburgh PA 15213

Description

Job Summary:

The Patient Relations Coordinator will function as a liaison between patients/families and hospital to provide the following services: communication about patient rights and responsibilities, submission and resolution of patient complaints/grievances in order to improve patient satisfaction.  The candidate will support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolve and accommodate the special needs of patients and their families/visitors.

This full time position will work daylight hours Monday through Friday as well as assisting with one evening shift per week and rotating Saturdays.

Do you have strong customer service experience?  If so, this could be the job for you!

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

Qualifications

  • B.S. degree is required; preferably in Communications, Counseling, Marketing, Public Relations or related field. 
  • One year of customer service experience in a health care setting is required, or Three to five years of customer service experience in a non-health care setting.  
  • Ability to command resources, influence peers and multi-task. 
  • Understand 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: $17.11 to $28.43

Union Position: No

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