Join our team of Life Changers!
UPMC is hiring a Full-Time, Patient Relations Specialist to support the hospital operations in Harrisburg.
This role is highly customer-focused and requires exceptional interpersonal and customer service skills. The ideal candidate will be able to prioritize tasks effectively and possess a basic understanding of medical terminology. Physical mobility is essential, as the position involves walking to various departments throughout the hospital, as well as periods of seated work.

RESPONSIBILITIES:

• The specialist will work closely with clinical and non-clinical staff to initiate review and respond to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances with any aspect of their health care experience in a timely and comprehensive manner.
• Accurately participate in, as well as oversee, the documentation of problems and activities on behalf of patients and families.
• Cultivate patient centered awareness and foster a service mentality among fellow employees to enhance patient and employee experiences
• Carry out requirements of complaint management policy and procedure in accordance with hospital policy and CMS regulations.
• Coordinate and participate in family meetings and care conferences as a support person for family members by providing assistance in understanding, interpreting and organizing information for inquiry resolution.
• Document all family meetings and resolutions efforts.
• Participate on, as well as lead, committees related to patient family-centered care or service excellence.
• Act as the hospital lead for the UPMC Intermediation Program.
• Respond to all inquiries regarding interpretation services and accommodations for patients.
• Serve as the department lead for regulatory requests such as DOH, when the Manager is absence.
• Collaborate with the Quality and Patient Safety teams to assure that clinical concerns are reviewed and escalated appropriately.
• Bachelor’s degree
• OR an Associate’s degree and 3 years of customer service experience
• OR HS Diploma and 5 years of customer service experience.
• 1 year of health care experience required.
• Ability to command resources, influence peers and problem solve complex situations.
• Understand quality improvement principle and lead small work teams to improve processes.
• Able to demonstrate conflict resolution and critical thinking and communication skills during difficult situations for patients and families.
• Strong computer skills and ability to work independently.Licensure, Certifications, and Clearances:
• Act 34