Job Description

Join our team of Life Changers!

UPMC is hiring a Part-Time, Patient Relations Specialist to support the hospital operations in Carlisle.

This role is highly customer-focused and requires exceptional interpersonal and customer service skills. The ideal candidate will be able to prioritize tasks effectively and possess a basic understanding of medical terminology. Physical mobility is essential, as the position involves walking to various departments throughout the hospital, as well as periods of seated work.

Must have previous healthcare experience to qualify for this role.

Schedule: Monday, Wednesday, and Friday 8:00am - 4:30pm

Travel will be required 25% of the time for training and coverage throughout Central PA.

Manager will discuss further during interview.

Excellent benefits, a pleasant work environment, and friendly team are just a few of our perks. Apply today!

Responsibilities

• The specialist will work closely with clinical and non-clinical staff to initiate review and respond to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances with any aspect of their health care experience in a timely and comprehensive manner.
• Accurately participate in, as well as oversee, the documentation of problems and activities on behalf of patients and families.
• Provide exemplary customer service by rounding and greeting patients and guests in all designated departments.
• Recognize and respond to patient / family concerns while demonstrating leadership and communication skills to de-escalate situations and utilize conflict-management techniques to improve patient experiences.
• Cultivate patient centered awareness and foster a service mentality among fellow employees to enhance patient and employee experiences
• Collaborate with leadership in developing and implementing strategies to achieve and sustain a five-star patient experience and hospital HCAHP goals.
• Carry out requirements of complaint management policy and procedure in accordance with hospital policy and CMS regulations.
• Coordinate and participate in family meetings and care conferences as a support person for family members by providing assistance in understanding, interpreting and organizing information for inquiry resolution.
• Participate in unit activities, and partner with unit leadership to identify opportunities to improve the patient experience
• Participate on, as well as lead, committees related to patient family-centered care or service excellence.
• Respond to all condition HELP calls during working hours, and lead the debriefing session following the Condition HELP response. Document details of the condition HELP and debriefing.
• Respond to all inquiries regarding interpretation services and accommodations for patients.
• Serve as the department lead for regulatory requests such as DOH, when the Manager is absence.
• Collaborate with the Quality and Patient Safety teams to assure that clinical concerns are reviewed and escalated appropriately.
• Bachelor's degree
• OR an Associate's degree and 3 years of customer service experience;
• OR HS Diploma and 5 years of customer service experience.
• 1 year of health care experience required.
• Ability to command resources, influence peers and problem solve complex situations.
• Understand quality improvement principle, and lead small work teams to improve processes.
• Able to demonstrate conflict resolution and critical thinking and communication skills during difficult situations for patients and families.
• Strong computer skills and ability to work independently.

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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