Patient Relations Coord

at  UPMC

UPMC Horizon is hiring a Patient Relations Coordinator to join the Patient Experience Team! This part- time role will work 3 days a week, 7:30 a.m. to 4:00 p.m. shift at our UPMC Greenville campus. Some travel to support UPMC Horizon - Shenango Valley could be required as needed. This role has no on-call, weekend or holiday responsibility. Primary
duties include listening to and addressing patient concerns, suggestions, and compliments and documenting and writing letters.

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