Patient Relations Representative

UPMC; Pittsburgh (Allegheny County); On-site; USD 35,000 - 60,000; Full time

Job summary

UPMC Western Psychiatric Hospital is seeking a Patient Relations Representative to serve as a liaison between patients and the care team, providing information, educating on patient rights and responsibilities, and assisting in resolving concerns to improve satisfaction.

The role supports family-centered care, participates in care conferences and committees, documents issues, and handles complaints following policy to help patients and families navigate the health care experience.

Responsibilities

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

Job description

The Patient Relations Representative serves as a liaison between patients and to provide the following services: providing information, educating on patient rights and responsibilities, enforcing and interpreting policies and procedures, addressing and/or resolving patient complaints, offering services and improving patient satisfaction. The Patient Relations Representative supplements clinical care and support services by alleviating inconvenience, elevating spirits, resolving concerns/complaints and accommodating the special needs of patients and their families/visitors.

This position is located at Western Psychiatric Hospital.

Responsibilities:

• Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing information for inquiry resolution.


• Assist volunteer activities associated with Patient Representative Function.


• Participate on committees related to family-centered care or service excellence.


• Accurately document and report accounts of problems and activities on behalf of patients/families


• Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their health care experience.


• Carry out requirements of complaint management policy and procedure.