NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.
Position Summary:
We have an exciting opportunity to join our team as a Patient Relations Specialist.
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In this role, the successful candidate The Patient Relations Specialist serves as an Ombudsman for our patients and family members,advocates for patients and family members through consistent application of patient rights andadvocacy, and obtains solutions to problems and concerns. This position functions as the mechanismfor investigating and responding to patient complaints and grievances that may involve hospital ormedical staff. They guide leaders and staff in gaining awareness of patients perceptions of the hospitalexperience and implements effective strategies to improve patient perception of care and reducecomplaints
Job Responsibilities:
- Performs other duties as assigned.
- Performs all the functions of a Patient Relations Representative.
- Assists in the oversight, coordination and monitoring of service recovery efforts for specific areas or uses (i.e. service recovery during construction).
- Follows up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients perception of care or services.
- Educates patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies.
- Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
- Provides counseling and education related to a patients right to develop an Advance Directive and assists patients in executing an Advance Directive.
- Provides notary services for patients upon request, in accordance with hospital policies.
- Acts as a resource to all hospital staff, medical staff and vendors and assists in identifying improvement opportunities that can be used to increase satisfaction and decrease dissatisfaction with the customer (both external and internal) and build trust within the organization
- Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.).
- Investigates and facilitates resolution of quality of care concerns/complaints/grievances for all patients and families/visitors by engaging with their healthcare providers. Works collaboratively with the healthcare team in clarifying issues, and promoting prompt and caring resolution of patient/family concerns.
- Leads, develops and executes initiatives designed to improve the patients experience including implementation of best practices, in departments of primary coverage through an active presence and visibility in the areas.
- Participates in and coordinates special projects related to patient satisfaction and the patient experience. Some examples of areas in need of focused attention include readmissions, post-discharge phone calls, and HCAHPS initiatives.
Minimum Qualifications:
To qualify you must have a Bachelor's Degree required. Word processing, typing, email and general computer skills. 3-4 years working experience in similar area, i.e. customer service
Preferred Qualifications:
Master's Degree preferred. Certification in Patient Advocacy or similar.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $63,935.04 - $78,000.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here
Required Skills
Required Experience
