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

+ Assist 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.

+ Hours: Saturdays and Sunday and possibly 1 or 2 days during the week. Hours can vary between 8am and 8pm.

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 multitask. 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