Patient Relations Specialist

NYU Langone Health • New York, NY

5h

About The Position

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 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 medical staff. They guide leaders and staff in gaining awareness of patients perceptions of the hospital experience and implements effective strategies to improve patient perception of care and reduce complaints

Requirements

• Master's Degree
• Word processing, typing, email and general computer skills.
• 3-4 years working experience in similar area, i.e. customer service
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Certification in Patient Advocacy or similar.
• Customer Service experience

Responsibilities

• Participates in and coordinates special projects related to patient satisfaction and the patient experience. Some examples of areas in need of focused attention include re-admissions, post-discharge phone calls, and HCAHPS initiatives.
• Performs all the functions of a Patient Relations Representative.
• 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.
• Follows up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients perception of care or services.
• 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.
• 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.
• Organizes and facilitates patient/family care conference in collaboration with appropriate physicians, leaders and/or staff members.
• Educates patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies.
• Functions as coach for leaders and staff on topics of service recovery, how to improve results and reduce complaints.
• 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.
• Oversees and coordinates projects as necessary.
• Educates hospital staff about perceptions and concerns expressed by patients.
• 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.).
• Facilitates transitions throughout the continuum of care (between units, services, in and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.

Benefits

• 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.
• At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

What This Job Offers

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