Patient Relations Representative | Western Psychiatric Hospital

at  UPMC

The Patient Relations Representative serves as a liaison between patients and to provide the following services: providing information, educating on patient rights and responsibilities, enforcing and interpreting policies and procedures, addressing and/or resolving patient complaints, offering services and improving patient satisfaction. The Patient Relations Representative supplements clinical care and support services by alleviating inconvenience, elevating spirits, resolving concerns/complaints and accommodating the special needs of patients and their families/visitors.

• 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.
• Bachelor’s degree in a Service or Healthcare related field required
• 3 years of patient advocacy or customer service experience required.
• Knowledge of health care and hospital systems, personnel and organizational areas of responsibility required.
• Excellent oral and written communication skills.
• Knowledge and ability to interpret patient rights and DOH grievance and patient safety reporting guidelines.
• Excellent customer service skills.