UPMC Presbyterian is hiring a casual Patient Relations Coordinator to join their team! This position will work Saturdays, plus an additional 1-2 shifts throughout the week. Hours/shift times vary between 8:00am-8:00pm.Purpose: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 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:
Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their healthcare experience.
Accurately document and report accounts of problems and activities on behalf of patients and families.
Carry out requirements of complaint management policy and procedure.
Participate in care conferences as a support person for family members, aiding in understanding, interpreting, and organizing information for inquiry resolution.
Participate on committees related to family-centered care or service excellence.
Assist volunteer activities associated with the Patient Representative function.
Performs in accordance with system-wide competencies/behaviors.
Performs other duties as assigned.
Bachelor’s degree and 1 year of customer service experience; OR an Associate’s degree and 3 years of customer service experience; OR HS Diploma and 5 years of customer service experience.
Ability to command resources, influence peers and multi-task.
Understand and apply quality improvement principles.
Excellent written and verbal communication and organizational skills.
Strong computer skills and ability to work independently.
UPMC is an Equal Opportunity Employer/Disability/Veteran
