Patient Relations Coordinator at UPMC in Williamsport, PA

UPMC is hiring a Patient Relations Coordinator for the North Central Pennsylvania region, supporting campuses in Coudersport, Muncy, Lock Haven, Wellsboro, and Williamsport. As needed travel to these locations is required. This position will report to the UPMC Williamsport campus.

This is a 40-hour per week position, with standard hours of 8:00 a.m. to 4:00 p.m., Monday through Friday.

The Patient Relations Coordinator functions as a liaison between patients, families, and hospital staff to support a positive patient experience. This role is responsible for communicating patient rights and responsibilities, managing the submission and resolution of patient complaints and grievances, and identifying opportunities to improve patient satisfaction.

The coordinator also supports clinical and ancillary services by helping alleviate patient and visitor concerns, addressing special needs, and promoting a compassionate, supportive environment for patients and their families.

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 report accounts of problems and activities on behalf of patients and families.

• Bachelors degree and 1 year of customer service experience;

  • or an Associates 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