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