Job Summary
Serve as a key connection between patients, their families, and the hospital. The role helps patients understand their rights and responsibilities, addresses concerns and grievances, and supports a respectful, family-centered care experience. Through responsive service and follow-up, this position contributes to hospital service excellence and quality improvement.
Responsibilities
- Explain patient rights and responsibilities to patients and families.
- Respond to complaints and grievances and work toward appropriate resolution.
- Support patients and families during care conferences and service-related activities.
- Record concerns, follow-up steps, and actions taken.
- Promote family-centered care and contribute to service excellence and quality-improvement efforts.
Qualifications
- Meet one of the following education and experience combinations: bachelor’s degree and one year of customer service experience; associate degree and three years of experience; or high school diploma and five years of experience.
- Demonstrate strong communication, organizational, computer, and multitasking skills.
- Be skilled in coordinating resources and supporting quality improvement.
- Work independently while assisting patients and families effectively.
UPMC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
