Patient Relations Specialist-Part-Time

UPMC; Carlisle (Cumberland County); On-site; USD 22,000 - 33,000; Part time

Benefits offered by this job

Excellent benefits

Pleasant environment

Friendly team

Job summary

UPMC in Carlisle is seeking a Part-Time, Patient Relations Specialist to support hospital operations. This role emphasizes patient and family experience, requiring strong interpersonal and customer service skills.

Responsibilities include responding to concerns, documenting issues, greeting patients and guests, and assisting with interpretation services. Travel approximately 25% for training and coverage across Central PA.

Qualifications

• Must have previous healthcare experience.
• Excellent interpersonal and customer service skills.
• Ability to prioritize tasks effectively.
• Basic understanding of medical terminology.
• Physical mobility to walk the hospital and perform seated tasks.

Responsibilities

• Address patient and family concerns and requests promptly and comprehensively.
• Document problems and activities for patients and families.
• Greet patients and guests and provide exemplary service.
• De-escalate conflicts using effective communication.
• Collaborate with leadership to improve patient experience and meet HCAHP goals.
• Coordinate with staff and participate in family meetings and care conferences.
• Lead or participate in committees related to patient-centered care.
• Respond to Condition HELP calls during working hours and document debriefings.
• Assist with interpretation services and accommodations inquiries.

Skills

Interpersonal skills

Customer service

Prioritization

Medical terminology

Job description

Join our team of Life Changers!

UPMC is hiring a Part-Time, Patient Relations Specialist to support the hospital operations in Carlisle.

This role is highly customer-focused and requires exceptional interpersonal and customer service skills. The ideal candidate will be able to prioritize tasks effectively and possess a basic understanding of medical terminology. Physical mobility is essential, as the position involves walking to various departments throughout the hospital, as well as periods of seated work.

Must have previous healthcare experience to qualify for this role.

Schedule: Monday, Wednesday, and Friday 8:00am - 4:30pm

Travel will be required 25% of the time for training and coverage throughout Central PA.

Manager will discuss further during interview.

Excellent benefits, a pleasant work environment, and friendly team are just a few of our perks.

Responsibilities:

• The specialist will work closely with clinical and non-clinical staff to initiate review and respond to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances with any aspect of their health care experience in a timely and comprehensive manner.
• Accurately participate in, as well as oversee, the documentation of problems and activities on behalf of patients and families.
• Provide exemplary customer service by rounding and greeting patients and guests in all designated departments.
• Recognize and respond to patient / family concerns while demonstrating leadership and communication skills to de-escalate situations and utilize conflict-management techniques to improve patient experiences.
• Cultivate patient centered awareness and foster a service mentality among fellow employees to enhance patient and employee experiences
• Collaborate with leadership in developing and implementing strategies to achieve and sustain a five-star patient experience and hospital HCAHP goals.
• Carry out requirements of complaint management policy and procedure in accordance with hospital policy and CMS regulations.
• Coordinate and participate in family meetings and care conferences as a support person for family members by providing assistance in understanding, interpreting and organizing information for inquiry resolution.
• Participate in unit activities, and partner with unit leadership to identify opportunities to improve the patient experience
• Participate on, as well as lead, committees related to patient family-centered care or service excellence.
• Respond to all condition HELP calls during working hours, and lead the debriefing session following the Condition HELP response. Document details of the condition HELP and debriefing.
• Respond to all inquiries regarding interpretation services and accommodations for patients.
• Serve as the department lead for regulatory requests such as DOH, when the Manager is absence.
• Collaborate with the Quality and Patient Safety teams to assure that clinical concerns are reviewed and escalated appropriately.