Patient Experience Liaison
2 weeks ago
Job Summary: UPMC Presbyterian is seeking a Patient Relations Coordinator to join their team. This is a casual position that will work Saturdays, plus an additional 1-2 shifts throughout the week. Hours/shift times vary between 8:00am-8:00pm.
Purpose: As a liaison between patients/families and hospital, the Patient Relations Coordinator will provide the following services:
- Communication about patient rights and responsibilities
- Submission and resolution of patient complaints/grievances to improve patient satisfaction
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
Requirements:
- 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
Equal Opportunity Employer: UPMC is an Equal Opportunity Employer/Disability/Veteran
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