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Purpose:

Function as a liaison between patients/families and the hospital to provide the following services: communication about patient rights and responsibilities, submission and resolution of patient complaints/grievances to improve patient satisfaction. Support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolving and accommodating the special needs of patients and their families/visitors.

Responsibilities:

+ Participate in committees related to family-centered care or service excellence.

+ Assist with volunteer activities associated with the Patient Representative function.

+ Carry out the requirements of the 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 High School Diploma and 5 years of customer service experience.

+ Previous experience in healthcare or compliant resolution preferred.

+ 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