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   Current UPMC employees must apply in HR Direct

Patient Relations Specialist

  • Job ID: 890487455
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8:00-4:30 or 9:00 -5:30
  • Shift: Day Job
  • Facility: UPMC Children's Hospital of Pittsburgh
  • Department: Patient Representative
  • Location: 4401 Penn Avenue, Pittsburgh PA 15224
  • Union Position: No
  • Salary Range: $20.97 to $34.97 / hour

Description

A Patient Relations Specialist will function as a liaison between patients/families and the hospital to provide exemplary experiences to both the patients we serve, their families and fellow employees. The Specialist must understand the root causes of patient/family complaints and have the ability to effectively communicate these findings to the multi-disciplinary care team and hospital administration. The Specialist is responsible for efficient and courteous resolution to verbal/written inquires, while maintaining all service and quality standards. The Specialist must understand and consistently identify and participate in opportunities to improve HCAHPS and Star Ratings.

Responsibilities:

  • The specialist will work closely with clinical and non-clinical staff to initiate review and respond to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances with any aspect of their health care experience in a timely and comprehensive manner.
  • Accurately participate in, as well as oversee, the documentation of problems and activities on behalf of patients and families.
  • Provide exemplary customer service by rounding and greeting patients and guests in all designated departments.
  • Recognize and respond to patient / family concerns while demonstrating leadership and communication skills to de-escalate situations and utilize conflict-management techniques to improve patient experiences.
  • Cultivate patient centered awareness and foster a service mentality among fellow employees to enhance patient and employee experiences
  • Act as an internal consultant for optimal patient experiences.
  • Collaborate with leadership in developing and implementing strategies to achieve and sustain a five-star patient experience and hospital HCAHP goals.
  • Investigate missing/damaged belonging cases for the hospital and propose sustainable QI efforts to minimize the likelihood of future lost belongings.
  • Carry out requirements of complaint management policy and procedure in accordance with hospital policy and CMS regulations.
  • Coordinate and participate in family meetings and care conferences as a support person for family members by providing assistance in understanding, interpreting and organizing information for inquiry resolution.
  • Document all family meetings and resolutions efforts.
  • Participate in unit activities, and partner with unit leadership to identify opportunities to improve the patient experience
  • Participate on, as well as lead, committees related to patient family-centered care or service excellence.
  • Act as the hospital lead for the UPMC Intermediation Program.
  • Respond to all condition HELP calls during working hours, and lead the debriefing session following the Condition HELP response.
  • Document details of the condition HELP and debriefing.
  • Respond to all inquiries regarding interpretation services and accommodations for patients.
  • Serve as the department lead for regulatory requests such as DOH, when the Manager is absence.
  • Collaborate with the Quality and Patient Safety teams to assure that clinical concerns are reviewed and escalated appropriately.

 

Qualifications

  • Bachelor's degree is required; preferably in, Counseling, Health Administration or related field.
  • 3 years of customer service experience in a health care setting is required
  • Certification in Patient Advocacy or Patient Experience preferred
  • Ability to command resources, influence peers and problem solve complex situations
  • Understand quality improvement principle, and lead small work teams to improve processes
  • Able to demonstrate conflict resolution and critical thinking and communication skills during difficult situations for patients and families
  • Strong computer skills and ability to work independently.


Licensure, Certifications, and Clearances:

  • Act 31 Child Abuse Reporting with renewal
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

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 — 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.

   Current UPMC employees must apply in HR Direct