Patient Relations Representative - Patient Relations - Mineola

NYU Langone Health • Village of Mineola, NY

1d • $66,300 - $67,000 • Onsite

About The Position

The Patient Relations Representative facilitates proactive communication among patients, families, and staff to improve the NYU Langone Hospital—Long Island patient experience. The role promotes patient- and family-centered care throughout the hospital, assists patients and families with issues and concerns, and works collaboratively with departments to facilitate prompt resolution.

The representative welcomes patients and families, investigates complaints and grievances, responds to concerns, and initiates appropriate service recovery. The position also includes admission rounds, documentation in the grievance and complaint database, providing information about patient rights and responsibilities, and referring potential quality or risk issues to the appropriate teams. The representative anticipates the needs of patients across differences in age, culture, language, and sensory ability.

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 skills.
• 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

• Perform other duties as assigned.
• Greet patients and families and create a courteous, professional, patient-centered environment.
• Investigate hospital complaints and grievances according to hospital policy, escalating matters to appropriate departments and triaging high-profile complaints.
• Communicate effectively and de-escalate patient or family concerns by phone or in person; follow Patient Relations processes and respond promptly.
• Initiate appropriate service recovery methods to resolve concerns.
• Document matters promptly and enter data into the grievance and complaint database.
• Conduct daily proactive rounds with newly admitted patients and families on hospital units.
• Provide information about patients’ rights, responsibilities, and advance directives, and offer 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 patients in relation to age, culture, language, and hearing or visual impairments.

Benefits

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

What This Job Offers

• Job Type: Full-time