Patient Assistance Liaison-Selikoff Centers for Occupational Health

Mount Sinai Health System•New York, NY

14h

About The Position

The Patient Assistance Liaison investigates, resolves, documents and reports patient and visitor compliments and concerns to leadership and staff. This individual participates in the development and implementation of customer service and patient relations initiatives related to his/her assigned department. Provides monthly accountability and analysis of customer service outcomes to department management.

Requirements

HS/GED
2 years, preferably in a health related/patient service environment

Nice To Haves

Associates degree preferred, or an equivalent combination of relevant work experience and education
Bilingual Polish or Spanish speaking

Responsibilities

Provides direct support to patients and their families, meets/greets families, offers comfort and reassurances, listens and reports the needs and concerns to appropriate professionals.
Assists with daily impromptu questions and problems.
Develops a consultant relationship with other departments to build and sustain a patient/customer-focused culture.
Assists with customer service training for staff.
May participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
May provide amenities including arranging overnight accommodations, providing parking and meal passes as appropriate, and providing information about department services to patients and their families; generally, works to make any waiting times easier.
Facilitates resolution of complaints/grievances/requests for patients and visitors for assigned area by acting as liaison with staff, physicians and administration.
Reviews, investigates, routes and follows up on patient questionnaires in order to resolve complaints and to assist administration in monitoring trends.
Responds to suggestions and compliments submitted by patients and provides positive reinforcement to involved staff.
Documents patient/visitor concerns, and action taken, to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome.
May refer cases to Quality Assurance at managers direction.
Identifies systems related problems, via patient/visitor data, and works collaboratively with physicians, administrators and staff to resolve.
Conducts monthly accountability and variance analysis of balanced scorecard customer service outcomes.
May assist in the preparation of annual and quarterly executive reports for senior leadership; may present data to leadership teams.
Performs other related duties incidental to work indicated herein.