Job Description

The Specialist will act as a liaison between patients, families, and the hospital to ensure excellent experiences for all. They must identify the root causes of complaints and communicate these to the care team and administration. The role involves resolving inquiries efficiently and courteously, maintaining service and quality standards, and identifying opportunities to improve HCAHPS and Star Ratings.



Responsibilities:

• Work with staff to address patient and family concerns, complaints, and service requests promptly.
• Oversee documentation, provide excellent customer service through patient rounds, and de-escalate conflicts.
• Foster a service mindset among employees, collaborating on strategies to improve patient experiences and HCAHPS scores, investigating lost belongings, and ensuring compliance with complaint management policies.
• Assist in family meetings, lead committees on patient care, and oversee the UPMC Intermediation Program.
• Respond to Condition HELP calls, manage regulatory requests, and collaborate with Quality and Patient Safety teams.

Must have one of the following:

• Bachelor's degree
• Associate's degree and 3 years of customer service experience;
• 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.

Required Clearances:

• Act 31 / 33 / 37 / 73

UPMC is an Equal Opportunity Employer/Disability/Veteran

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