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   Current UPMC employees must apply in HR Direct

Svc Coord Regulatory Pat Exp - Memorial Hospital

  • Job ID: 069529640
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8:00 - 4:30
  • Shift: Day Job
  • Facility: UPMC Pinnacle Memorial
  • Department: Patient Service Coordtn
  • Location: 1701 Innovation Drive, York PA 17404
  • Union Position: No
  • Salary Range: $25.63 to $39.91 / hour


Under the direction of the System Director of Regulatory and Customer Relations the purpose of this position is to assist with coordination, planning and execution of system-wide activities focused on service excellence and regulatory compliance. Responsible for frequent interactions with members of the healthcare team throughout the UPMC Pinnacle System. Assists in the hardwiring of activities that are focused on ensuring the organization meets /exceeds outcomes associated with service excellence and clinical compliance. Responsible for overseeing UPMC Pinnacle Health System clinical activities designed to meet specific state, federal, and review agency standards. Assists in the management of systems and processes related to System compliance to assure successful reviews and to maintain the licensing and accreditation status of the hospitals. Responsible for overseeing UPMC Pinnacle Health System activities focused on development, implementation and monitoring of patient experience strategies. This position is responsible for ensuring system goals and outcome measurements tied to the patient experience are consistently met.


  • Patient Experience - Assists with planning and coordinating patient experience programs throughout the system.
  • Collaborates with UPMC Pinnacle Health leaders to monitor and report on assigned projects, identify primary issues impacting customer service, and work with others to assure individual and team effectiveness.
  • Understands key concepts specific to patient satisfaction public reporting and Value Based Purchasing. Continuously evaluates progress and identifies barriers to success.
  • Reviews satisfaction surveys to identify trending.
  • Highly accountable to improve outcomes specific to patient satisfaction.
  • Understands and utilizes key concepts of performance improvement.
  • Supports leaders in their role as cultural leaders in the transformation the UPMC Experience.
  • Utilizes evidence past practices to address areas of opportunity.
  • Frequently interacts with patients and their significant others to gain insight about their healthcare experience.
  • Oversees and coordinates the patient experience simulation labs.
  • Assists in the planning and coordination of the Leadership Development Institutes for the continuation of leadership learning and development in the creation of customer service education, training and tools.
  • Researches, reviews and implements best practices for the patient experience.
  • Hardwires management and employee practices to ensure exceptional service on an ongoing basis.
  • Coordinates with leadership to provide mentoring, support and resources to interdisciplinary staff.
  • Regulatory - Assists in the dissemination of regulatory information throughout the healthcare system.
  • Evaluates system compliance to established regulations, identifies areas of deficiency, and leads teams to develop actions to bring system into compliance.
  • As directed by the Director of Patient Experience, develops educational materials and in-services to keep System aware of pertinent issues related to areas of responsibility.
  • As directed by the Director of Patient Experience, provides support during Department of Health, The Joint Commission and other regulatory agencies for scheduled/unannounced visits and reviews.
  • Works with the Director of Patient Experience and System Vice President of Patient Service Coordination to assure System readiness for regulatory reviews.
  • As directed by the Director of Patient Experience, accepts assignments that support the PHS mission, vision and values.
  • Assists the Director of Patient Experience in the management and reporting of licensed bed status, staffed versus non-staffed status, beds out of service, room designations and documentation of changes.
  • Assists in periodic organizational needs assessments for regulatory compliance. Identifies and responds to areas of vulnerability.
  • Performs mock tracers to evaluate compliance with regulatory and accreditation standards. Provides feedback from tracers to the Director of Patient Experience.
  • Hardwires management and employee practices to ensure continued survey readiness.
  • Understands UPMC System’s policy management software and structure. Reviews and utilizes appropriate policies when evaluating compliance with standards and regulations.
  • Conducts audits to measure effectiveness of implemented processes and actions.
  • Program Development and Maintenance
  • Analyzes, re-engineers and evaluates systems and processes to maximize the clinical activities related to compliance.
  • Conducts audits to measure effectiveness of implemented processes and actions.
  • Adjusts and modifies program to meet objectives.
  • Actively participates in educating and informing members of the Medical Staff, Administration and System Leadership with regard to compliance issues.
  • Analyzes data to identify trends which negatively impact patient care and safety issues.
  • Customer Service - Demonstrates the highest degree of customer awareness by seeking out opportunities to meet the needs of internal and external customers.
  • Treats each person as an individual with respect and dignity.
  • Is receptive to questions and criticism, and willing to offer assistance.
  • Demonstrates genuine concern and empathy.
  • Consistently performs all of the above in a friendly, courteous manner. Maintains accountability for patient and family satisfaction throughout the admission process.
  • Role models cultural attributes of the System. Meets universal standards of the System.
  • Secondary Duties: Implements any other duties as may be assigned by the System Director of Customer Relations.
  • Completes department specific educational requirements as well as system related requirements.
  • Human Relations / Contact and Communications:  Demonstrates professional responsibility and accountability in the role.
  • Participates in department/UPMC Pinnacle Health Hospitals activities which promote understanding of clinical compliance.
  • Works effectively in team efforts.? Maintains confidentiality of clinical and personal information when talking with others, especially in public areas, in accordance with UPMC Pinnacle Health Hospitals Administrative Policy #100.000.
  • Promotes harmonious atmosphere with a positive attitude.
  • Demonstrates excellent communication skills with the Medical Staff and healthcare team.
  • Attends hospital required in-service programs.
  • Performs duties as assigned.


Required Knowledge, Skills and Abilities:

  • Healthcare professional with a minimum of 2-5 years current experience in the field.
  • Degree or active pursuit of degree in healthcare or business-related field.
  • Knowledgeable of state and federal regulations and the Joint Commission standards related to healthcare facilities.
  • Knowledgeable of patient experience evidence-based practices.
  • Evidence of continuing education in health care.
  • Demonstrated problem-solving ability with excellent interpersonal skills.
  • Experience with data analysis, trending, and statistical process control techniques.
  • Experience with performance improvement analysis tools and documentation.
  • Strong interpersonal skills and abilities.
  • Demonstrated success in relationship building.
  • Excellent communication skills
  • Proven presentation/facilitation skills
  • Preferred Knowledge, Skills, and Abilities: Bachelor degree in healthcare related field

Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days

  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal


  • UPMC is an Equal Opportunity Employer/Disability/Veteran
  • Licensure, Certifications, and Clearances:
    Clearances must be dated within 90 days
  • 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