Patient Experience Advocate

UPMC; Pittsburgh (Allegheny County); On-site; USD 52,000 - 78,000; Full time

Job summary

UPMC is seeking a Patient Relations Specialist to act as a liaison between patients, families, and the hospital, ensuring exceptional experiences. The role requires resolving inquiries, identifying root causes of complaints, and communicating findings to care teams and administration.

A year of health care experience is required. Key duties include addressing concerns promptly, documenting incidents, and promoting a service mindset to improve HCAHPS and Star Ratings.

Qualifications

• Bachelor's degree or equivalent professional experience in a customer-service role.
• 3 years of customer service experience with an Associate's degree.
• 5 years of customer service experience with a high school diploma.
• One year of health care experience required.

Responsibilities

• Address patient and family concerns, complaints, and service requests promptly with staff.
• Oversee documentation and patient rounds; de-escalate conflicts to maintain service quality.
• Foster a service mindset among employees and collaborate on strategies to improve patient experiences and HCAHPS scores.
• Participate in family meetings, lead committees on patient care, and oversee the UPMC Intermediation Program.
• Respond to calls and regulatory requests and collaborate with Quality and Patient Safety teams.

Skills

Customer service

Communication skills

Conflict resolution

Problem solving

Team leadership

Quality improvement

Independent worker

Education

Bachelor's degree

Associate's degree + 3 years customer service

HS Diploma + 5 years customer service

Job description

UPMC is seeking a Patient Relations Specialist to act as a liaison between patients, families, and the hospital, ensuring exceptional experiences. The role requires resolving inquiries, identifying root causes of complaints, and communicating findings to care teams and administration.

A year of health care experience is required. Key duties include addressing concerns promptly, documenting incidents, and promoting a service mindset to improve HCAHPS and Star Ratings.