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.
Bachelor’s degree in a Service or Healthcare related field required
3 years of patient advocacy or customer service experience required.
Knowledge of health care and hospital systems, personnel and organizational areas of responsibility required.
Excellent oral and written communication skills.
Knowledge and ability to interpret patient rights and DOH grievance and patient safety reporting guidelines.
Excellent customer service skills.
ATTENTION: A COPY OF YOUR OFFICIAL BACHELOR’S DEGREE LEVEL TRANSCRIPTS MUST BE ATTACHED FOR CONSIDERATION.
Licensure, Certifications, and Clearances:
- Cardiopulmonary Resuscitation (CPR)
- Comprehensive Crisis Management (CCMC)
- Act 31 Child Abuse Reporting with renewal
- Act 33 with renewal
- Act 34 with renewal
- Act 73 FBI Clearance with renewal
UPMC is an Equal Opportunity Employer/Disability/Veteran