Purpose: Function as a liaison between patients/families and hospital to provide the following services: communication about patient rights and responsibilities, submission and resolution of patient complaints/grievances in order to improve patient satisfaction. Support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolve and accommodate the special needs of patients and their families/visitors. This position will be rotating 10 hour shifts, Monday-Friday. Occasional weekend shifts may be needed. This position will be located at Presbyterian Hospital. 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 reprot 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