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 reprot accounts of problems and activities on behalf of patients and families.
- . The individual in this role would work at the Presbyterian campus on:
- Wednesdays: 9:30 a.m. to 8:00 p.m.
Saturdays: 8:00 a.m. to 6:30 p.m. (with some flexibility in the Saturday hours)
Additional shifts may be available as needed based on departmental coverage requirements.
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