Administrative Representative Donor Relations
Mount Sinai Medical Center, Miami Beach, Florida, us, 33119
As Mount Sinai grows, so does our legacy in high-quality health care.
Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami‑Dade (including our 674‑bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not‑for‑profit hospital, dedicated to continuing the training of the next generation of medical pioneers.
Culture of Caring: The Sinai Way Our hardworking, tight‑knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.
Department CC019561 Donor Relations
Job Description Summary The Administrative Representative serves as a key liaison between department leadership, patients, and donors to ensure exceptional service and satisfaction. This role manages patient complaints and grievances, coordinates donor experiences, and supports the 24/7 Careline service. Responsibilities include preparing reports and presentations, maintaining compliance with CMS and Joint Commission standards, and collaborating with clinical and non‑clinical teams to resolve concerns promptly. Additionally, the position fosters relationships with donors and VIP patients, assists with special events, and contributes to quality improvement initiatives, ensuring a seamless and positive experience for all stakeholders.
Position Responsibilities
Act as a liaison between department leadership and patients to resolve complaints and grievances.
Prepare special reports, summaries, PowerPoint presentations and data analytics including spreadsheets as needed.
Manage the intake Patient Relations calls as needed. Monitor and input donor calls into the Careline Call Log.
Participate with Donor Relations to cover the 24 hour Careline on‑call service including appointment scheduling, expedited clinical services, escorting, etc.
Schedule time for the SVP and Coordinator to meet all donors and review the benefits of being a Donor, including access to the 24/7 Careline.
Manage investigations and follow‑up responses to patient/family grievances (online consumer reviews/surveys). Enter complaints/grievances into the internal reporting system in a timely manner.
Maintain detailed records of all cases in compliance with CMS and Joint Commission guidelines.
Liaise with clinical and non‑clinical departments to address patients' needs/concerns and provide satisfactory resolutions.
Compose and track follow‑up correspondence to patients for SVP, physicians, and/or director signatures.
Collect data and track trends to identify quality improvement projects.
Attend committee meetings such as Bioethics and Complaint and Grievance Committee and others as assigned.
Participate in education programs as it applies to patient and donor relations, including grievance resolution and service recovery.
Assist patients and donors in the compliance of hospital policies and procedures as it relates to patient satisfaction, service recovery, and grievance resolution, as well as following and enforcing the Employee’s Standards of Performance.
Assist the International Department and Cruise Line coordinators with expedited services and immigration parole letters for crewmembers receiving emergent treatment.
Maintain relationships with donors and prospects by scheduling appointments, assisting them with any requests, and meeting them in person when necessary.
Coordinate clinical and non‑clinical services and amenities to meet the needs of the Donor, Prospect and VIP patients to expedite the requests and experience.
Consistently coordinate and reinforce hospital‑wide, the Founder/Society Roster when Donors are using a particular department's service.
Provide as necessary orientation and education to employees and physicians on the purpose and goals of the donor relations program.
Participate in special events to promote relationships with prospective donors during business hours as well as evenings and weekends to cultivate relationships with prospective Donors. Cultivate relationships with donors to increase their potential of upgrading their contributions.
Contribute to the “Retention and Engagement” initiative efforts established by the Foundation for the donors.
Participate in weekly Foundation and Donor Relations meetings to review and discuss current donor’s and prospect’s experiences.
Create Daily VIP List and email to specify departments and individuals.
Participate in rounds with SVP on patients who are Donors, VIPs and Prospects when they are in inpatient, Main Emergency and select outpatient procedure departments to review their experience and establish an ongoing relationship of trust.
Communicate effectively and build working relationships with case managers, physicians, nurses, residents, therapists and other community healthcare professionals to expedite the donor experience in a timely manner.
Utilize EPIC medical record system to confirm appointments, status reports in coordination with the SVP.
Perform all other duties as assigned.
Qualifications
License/Registration/Certification
None
Education
High School Diploma required. Bachelor’s degree or higher preferred.
Experience
Two years experience in patient/healthcare relations or human services field (e.g. teaching, public relations, counseling) or equivalent combination of education and experience.
Benefits
Health benefits
Life insurance
Long‑term disability coverage
Healthcare spending accounts
Retirement plan
Paid time off
Pet Insurance
Tuition reimbursement
Employee assistance program
Wellness program
On‑site housing for select positions and more!
Certification Degree Requirements:
#J-18808-Ljbffr
Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami‑Dade (including our 674‑bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not‑for‑profit hospital, dedicated to continuing the training of the next generation of medical pioneers.
Culture of Caring: The Sinai Way Our hardworking, tight‑knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.
Department CC019561 Donor Relations
Job Description Summary The Administrative Representative serves as a key liaison between department leadership, patients, and donors to ensure exceptional service and satisfaction. This role manages patient complaints and grievances, coordinates donor experiences, and supports the 24/7 Careline service. Responsibilities include preparing reports and presentations, maintaining compliance with CMS and Joint Commission standards, and collaborating with clinical and non‑clinical teams to resolve concerns promptly. Additionally, the position fosters relationships with donors and VIP patients, assists with special events, and contributes to quality improvement initiatives, ensuring a seamless and positive experience for all stakeholders.
Position Responsibilities
Act as a liaison between department leadership and patients to resolve complaints and grievances.
Prepare special reports, summaries, PowerPoint presentations and data analytics including spreadsheets as needed.
Manage the intake Patient Relations calls as needed. Monitor and input donor calls into the Careline Call Log.
Participate with Donor Relations to cover the 24 hour Careline on‑call service including appointment scheduling, expedited clinical services, escorting, etc.
Schedule time for the SVP and Coordinator to meet all donors and review the benefits of being a Donor, including access to the 24/7 Careline.
Manage investigations and follow‑up responses to patient/family grievances (online consumer reviews/surveys). Enter complaints/grievances into the internal reporting system in a timely manner.
Maintain detailed records of all cases in compliance with CMS and Joint Commission guidelines.
Liaise with clinical and non‑clinical departments to address patients' needs/concerns and provide satisfactory resolutions.
Compose and track follow‑up correspondence to patients for SVP, physicians, and/or director signatures.
Collect data and track trends to identify quality improvement projects.
Attend committee meetings such as Bioethics and Complaint and Grievance Committee and others as assigned.
Participate in education programs as it applies to patient and donor relations, including grievance resolution and service recovery.
Assist patients and donors in the compliance of hospital policies and procedures as it relates to patient satisfaction, service recovery, and grievance resolution, as well as following and enforcing the Employee’s Standards of Performance.
Assist the International Department and Cruise Line coordinators with expedited services and immigration parole letters for crewmembers receiving emergent treatment.
Maintain relationships with donors and prospects by scheduling appointments, assisting them with any requests, and meeting them in person when necessary.
Coordinate clinical and non‑clinical services and amenities to meet the needs of the Donor, Prospect and VIP patients to expedite the requests and experience.
Consistently coordinate and reinforce hospital‑wide, the Founder/Society Roster when Donors are using a particular department's service.
Provide as necessary orientation and education to employees and physicians on the purpose and goals of the donor relations program.
Participate in special events to promote relationships with prospective donors during business hours as well as evenings and weekends to cultivate relationships with prospective Donors. Cultivate relationships with donors to increase their potential of upgrading their contributions.
Contribute to the “Retention and Engagement” initiative efforts established by the Foundation for the donors.
Participate in weekly Foundation and Donor Relations meetings to review and discuss current donor’s and prospect’s experiences.
Create Daily VIP List and email to specify departments and individuals.
Participate in rounds with SVP on patients who are Donors, VIPs and Prospects when they are in inpatient, Main Emergency and select outpatient procedure departments to review their experience and establish an ongoing relationship of trust.
Communicate effectively and build working relationships with case managers, physicians, nurses, residents, therapists and other community healthcare professionals to expedite the donor experience in a timely manner.
Utilize EPIC medical record system to confirm appointments, status reports in coordination with the SVP.
Perform all other duties as assigned.
Qualifications
License/Registration/Certification
None
Education
High School Diploma required. Bachelor’s degree or higher preferred.
Experience
Two years experience in patient/healthcare relations or human services field (e.g. teaching, public relations, counseling) or equivalent combination of education and experience.
Benefits
Health benefits
Life insurance
Long‑term disability coverage
Healthcare spending accounts
Retirement plan
Paid time off
Pet Insurance
Tuition reimbursement
Employee assistance program
Wellness program
On‑site housing for select positions and more!
Certification Degree Requirements:
#J-18808-Ljbffr