Patient Experience Advocate

UPMC; Washington (Washington County); On-site; USD 58,000 - 75,000; Full time

Job summary

UPMC is seeking a Patient Relations Coordinator to ensure patients and families feel heard, supported, and respected throughout their healthcare experience. You’ll liaise with patients, families, and care teams to address concerns and promote compassionate care.

The role involves committee participation, complaint management, and assisting with family-centered care initiatives. Schedule is Monday–Friday, 8AM–4PM with occasional travel to UPMC Greene.

Qualifications

• Bachelor's degree and 1 year of customer service experience; or an Associate 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.

Responsibilities

• Participate on committees related to family-centered care or service excellence.
• Assist volunteer activities associated with the Patient Representative function.
• Carry out requirements of complaint management policy and procedure.
• Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their healthcare experience.
• Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing information for inquiry resolution.
• Accurately document and report accounts of problems and activities on behalf of patients and families.

Skills

Customer service

Communication

Organizational skills

Problem solving

Computer skills

Education

Bachelor's degree

Associate degree

High School diploma

Tools

Microsoft Office

Job description

UPMC is seeking a Patient Relations Coordinator to ensure patients and families feel heard, supported, and respected throughout their healthcare experience. You’ll liaise with patients, families, and care teams to address concerns and promote compassionate care.

The role involves committee participation, complaint management, and assisting with family-centered care initiatives. Schedule is Monday–Friday, 8AM–4PM with occasional travel to UPMC Greene.