Patient Relations Specialist

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

A Patient Relations Specialist acts as a liaison between patients, families, and the hospital to ensure excellent experiences for all. They must identify the root causes of complaints and communicate these to the care team and administration. The role involves resolving inquiries efficiently and courteously, maintaining service and quality standards, and identifying opportunities to improve HCAHPS and Star Ratings.

Responsibilities

• Work with staff to address patient and family concerns, complaints, and service requests promptly.
• Oversee documentation, provide excellent customer service through patient rounds, and de-escalate conflicts.
• Foster a service mindset among employees, collaborating on strategies to improve patient experiences and HCAHPS scores, investigating lost belongings, and ensuring compliance with complaint management policies.
• Assist in family meetings, lead committees on patient care, and oversee the UPMC Intermediation Program.
• Respond to Condition HELP calls, manage regulatory requests, and collaborate with Quality and Patient Safety teams.

Must have one of the following:

• Bachelor's degree
• Associate's degree and 3 years of customer service experience;
• HS Diploma and 5 years of customer service experience.

1 Year Of Health Care Experience Required.

Ability to command resources, influence peers and problem solve complex situations.

Understand quality improvement principle and lead small work teams to improve processes.

Able to demonstrate conflict resolution and critical thinking and communication skills during difficult situations for patients and families.

Strong computer skills and ability to work independently.

Required Clearances

• Act 31 / 33 / 37 / 73

UPMC is an Equal Opportunity Employer/Disability/Veteran