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   Current UPMC employees must apply in HR Direct

Patient Relations Rep

Description

UPMC Jameson is hiring a Patient Relations Representative to join the Quality Improvement Team! This regular full time position works Monday through Friday dayturn. Candidates with strong verbal and written communication skills are preferred. 

Responsibilities:

 

  • Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing information for inquiry resolution.
  • Assist volunteer activities associated with Patient Representative Function.
  • Participate on committees related to family-centered care or service excellence.
  • Accurately document and report accounts of problems and activities on behalf of patients/families
  • Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their health care experience.
  • Carry out requirements of complaint management policy and procedure.
  • Implements and participates in continual improvement of Patient Relations. Complete any other assignments or projects as directed by the Program Manager, Patient Care Services and Vice President, Patient Care Services.
  • Periodically conducts patient rounds and works with the Volunteer Patient Representatives who make rounds to identify opportunities for improvement. Compiles patient and family/visitor feedback to identify process improvement and service enhancement opportunities. Collects and/or analyzes patient satisfaction data and shares with peers and management in a manner that stimulates improvement. Shares complaint data monthly with the Grievance Committee and provides annual updates on Patient Relations Program based on patient, family/visitor, staff and physician feedback coupled with competitor and other industry benchmarking.
  • Participates on committees such as Patient Satisfaction or Ethics Committee or other quality improvement teams as assigned to enhance employee morale and increase patient satisfaction. Works with other departments to provide in-services and education on customer service, service standards, patient satisfaction and patient rights and responsibilities. Attends outside organizational meetings for networking and continued learning for patient satisfaction. Coordinates or participates in special events as appropriate.
  • Reports all quality of care and potential litigation cases to Program Manager, Service Excellence and VP, Administration/Risk Management within 24 hours or immediately if patient is still in the hospital. Obtains approval of Risk Management in regards to all correspondence to the case. Reports all physician complaints to the Director, Medical Services. Obtains approval of Risk Manager in regards to all correspondence to the case. Collaborates with Finance Department on billing concerns. Obtains approval from CFO for all reductions in bill or waivers and communicates effectively with Patient Business Services.
  • Develops relationships with Department Heads, Nurse Leadership, and appropriate staff from all departments 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.
  • Communicates directly to department heads on complaint concerns and provides patient information. Investigates patient complaints from various sources (staff, family, visitors, patients, physicians, and written correspondence). Follows Department of Health and Joint Commission regulations in providing written response to grievances according to their guidelines and hospital policy. Adheres to all required elements of the complaint/grievance process. Collects and files all information regarding patient complaints and compiles a patient complaint folder. Maintains a complaint/grievance log.
  • Coordinates liaison activity between patients and the UPMC facilities inpatient and outpatient departments. Utilizes critical thinking skills to anticipate needs and to respond to patient complaints and concerns to minimize impact of emergent events. Problem solves for real-time 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. Ability to intervene with crisis management skills in situations where there is need. Seeks assistance as needed and appropriately utilizes resources
  • Maintains knowledge of Patient Rights and Responsibilities and ensures all information is accurate. 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.

 

Qualifications

High School Diploma and 5 years experience in healthcare setting. 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 One year customer-services experience in a health care setting or 3-5 years customer services in another setting.

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