Patient Relations Representative

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