UPMC Mercy is hiring a Patient Relations Coordinator to support our hospital!
This position will work Monday-Friday during daylight hours.
Preferred candidates will have previous de-escalation experience. This can be a high-volume workload at times. Patient/families can get upset about situations that we need to help resolve while remaining calm.
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 report accounts of problems and activities on behalf of patients and families.
- Bachelor's degree and 1 year of customer service experience; or an Associate's 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.
- Strong computer skills and ability to work independently.
Licensure, Certifications, and Clearances:
- Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran