Patient Relations Coord

UPMC; Pittsburgh (Allegheny County); On-site; USD 28,000 - 33,000; Full time

Job summary

UPMC in Pittsburgh is seeking a Patient Representative to serve as a liaison between patients, families, and clinical teams, helping explain patient rights and assist with grievances. The role involves participating in committees, supporting family-centered care, documenting issues, and coordinating problem-resolution during the care journey on the Presbyterian campus.

Candidates should be skilled in communication, empathy, and teamwork, and be available for flexible shifts including weekdays

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 reprot accounts of problems and activities on behalf of patients and families.

Job description

Purpose:

Function as a liaison between patients/families and hospital to provide the following services: communication about patient rights and responsibilities, submission and resolution of patient complaints/grievances in order to improve patient satisfaction. Support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolve and accommodate the special needs of patients and their families/visitors.

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 reprot accounts of problems and activities on behalf of patients and families.
• . The individual in this role would work at the Presbyterian campus on:
• Wednesdays: 9:30 a.m. to 8:00 p.m.
  Saturdays: 8:00 a.m. to 6:30 p.m. (with some flexibility in the Saturday hours)
  Additional shifts may be available as needed based on departmental coverage requirements.