Description

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. Support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolve and accommodate the special needs of patients and their families/visitors.

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 reprot accounts of problems and activities on behalf of patients and families.

Qualifications

• B.S. degree is required; preferably in Communications, Counseling, Marketing, Public Relations or related field.
• 1 year of customer service experience in a health care setting is required, or 3-5 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:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.