Patient Experience Advocate

UPMC; Pittsburgh (Allegheny County); On-site; USD 52,000 - 75,000; Full time

Job summary

UPMC seeks a patient and family liaison to help deliver exceptional experiences by coordinating with clinical and non-clinical staff and resolving inquiries promptly. You’ll document issues on behalf of patients and families, greet patients in designated departments, and de-escalate conflicts to maintain service quality.

You will also lead service-excellence efforts, advise on patient experience improvements, participate in family meetings, and support the Intermediation Program to boost HCAHPS

Responsibilities

• Review and respond to patient and family concerns in a timely and comprehensive manner.
• Accurately participate in, and oversee, documentation of problems and activities on behalf of patients and families.
• Provide exemplary customer service by greeting patients and guests in all designated departments and de-escalate situations using conflict-management techniques.
• Cultivate patient-centered awareness and foster a service mentality among staff to enhance experiences.
• Act as an internal consultant for optimal patient experiences and collaborate on strategies to improve HCAHPS and Star Ratings.
• Investigate missing/damaged belongings cases and propose sustainable quality-improvement efforts.
• Coordinate family meetings and care conferences, documenting resolutions and coordinating inquiry responses.
• Lead committees related to patient-family centered care or service excellence and act as hospital lead for the Intermediation Program.
• Respond to Condition HELP calls during working hours and document debriefings; address interpretation services and accessibility accommodations.
• Collaborate with Quality and Patient Safety teams to ensure clinical concerns are reviewed and escalated appropriately.

Job description

UPMC seeks a patient and family liaison to help deliver exceptional experiences by coordinating with clinical and non-clinical staff and resolving inquiries promptly. You’ll document issues on behalf of patients and families, greet patients in designated departments, and de-escalate conflicts to maintain service quality.

You will also lead service-excellence efforts, advise on patient experience improvements, participate in family meetings, and support the Intermediation Program to boost HCAHPS