Patient Relations Representative - Patient Relations - Mineola

NYU Langone Health • Mineola, NY

4d • Onsite

About The Position

NYU Langone Hospital—Long Island is seeking a Patient Relations Representative to facilitate proactive communication between patients, families, and staff and improve the patient experience. The role promotes patient- and family-centered care throughout the hospital, assists patients and family members with issues and concerns, and works collaboratively with departments and areas to facilitate prompt resolution. The representative also supports patients, visitors, and families and provides information about patient rights, responsibilities, and advance directives.

Requirements

• Bachelor’s degree or equivalent.
• Three to five years of healthcare or customer service-related experience, or a suitable combination of experience and education.
• Excellent oral and written communication, organizational, and time-management skills.
• Strong interpersonal and customer-service skills.
• Ability to handle conflict and de-escalate situations.
• Knowledge of Microsoft Office, especially Excel.
• Ability to communicate effectively with all levels of the organization.

Responsibilities

• Greet patients and families and create a courteous, professional, patient-centered environment.
• Investigate hospital complaints and grievances according to hospital policy and escalate them to appropriate areas or departments.
• Triage and escalate high-profile complaints and communicate effectively about them.
• De-escalate patient or family concerns by phone or in person.
• Follow the Patient Relations process and respond promptly to patient and family concerns.
• Initiate appropriate service-recovery methods to resolve concerns.
• Document cases promptly and enter data into the grievance and complaint database.
• Conduct daily proactive rounds with newly admitted patients and families on units.
• Serve as a resource for information concerning patients’ rights, responsibilities, and advance directives.
• Provide emotional support to patients, visitors, and families as needed.
• Identify potential quality or risk issues and make timely referrals to Quality and Risk Management.
• Collaborate with the healthcare team to clarify issues and promote prompt, caring resolution of patient and family concerns.
• Anticipate the needs of the patient population in relation to age, culture, language, and visual or hearing impairments.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits and wellness package
• Financial security benefits
• Generous time-off program
• Employee resource groups for peer support
• Employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive-care well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level