Patient Relations Specialist - Brooklyn - Required Spanish

NYU Langone Health • New York, NY

4h • Onsite

About The Position

The Patient Relations Specialist serves our patients and family members, advocates for patients and family members through consistent application of patient rights and advocacy, and obtains solutions to problems and concerns. This position functions as the mechanism for investigating and responding to patient complaints and grievances that may involve hospital or any FHC practice site and staff. They guide leaders and staff in gaining awareness of patients perceptions of the FHC practice experience and implements effective strategies to improve patient perception of care and reduce complaints to increase overall patient satisfaction. This role also works with patient engagement initiatives to ensure patient experience meets within the Family Health Centers mission and guidelines, including outreach engagement and community events.

Requirements

• Bachelor's Degree required.
• Word processing, typing, email and general computer skills.
• 3-4 years working experience in similar area, i.e. customer service.
• Ability to effectively communicate with all levels of the organization.
• Required Spanish.

Nice To Haves

• Master's Degree preferred.
• Certification in Patient Advocacy or similar.
• Customer Service experience.
• Previous Healthcare practice operations experience.
• Ability to develop and organize timelines and project management.
• Knows how to create and manage spreadsheets and is a self starter.

Responsibilities

• Performs all the functions of a Patient Relations Representative as directed.
• Attends and participates and organizes outreach patient events and engagement where needed.
• Assists in the oversight, coordination and monitoring of service recovery efforts for specific areas or uses (i.e. service recovery during construction) in Patient Surveys, Suggestion box and any other pathway related to patient feedback.
• 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 rights in accordance with FHC and NYU protocols.
• Provides notary services for patients upon request, in accordance with hospital policies if needed.
• Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, within the established standards and policies including referrals to and from Risk Management and creating a CRM.
• Educates and brings awareness to FHC staff and direct leadership about perceptions and concerns expressed by patients.
• Acts as a resource to all FHC staff, medical staff and vendors to assists in establishing and creating opportunities that can be used to increase satisfaction and decrease dissatisfaction with the customer (both external and internal) and build trust within the organization and network.
• 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 Q Review surveys.
• Able to run data reports and present information to large groups as requested.
• Able to read and interpret policies and guidelines.

Benefits

• Comprehensive benefits and wellness package.
• Robust support system for any stage of life.
• Financial security benefits.
• Generous time-off program.
• Employee resources groups for peer support.
• Holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees