Patient Relations Specialist
NYU Langone Hospitals, Florida, NY, United States
Position Summary
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. The position functions as the mechanism for investigating and responding to patient complaints and grievances that may involve hospital or medical staff. The specialist guides 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.
Job 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 functions of a Patient Relations Representative. Works independently to manage complaint cases from initial contact through documentation, investigation, resolution, and response to the patient or family member, within 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 to clarify issues and promote 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 patient’s 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 patient’s 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.
Minimum Qualifications Master’s Degree. Proficient in word processing, typing, email, and general computer skills. 3‑4 years of work experience in a similar area, e.g., customer service.
Preferred Qualifications Certification in Patient Advocacy or similar. Customer Service experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.
Benefits NYU Langone Health offers a comprehensive benefits and wellness package that supports employees at all life stages, including financial security benefits, a generous time‑off program, employee resource groups for peer support, and a holistic wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care.
Equal Employment Opportunity NYU Langone Health is an equal‑opportunity employer and is committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.
Salary Salary range: $70,481.61 – $82,584.60 annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range does not include bonuses, incentive, differential pay, or other forms of compensation or benefits.
#J-18808-Ljbffr
Job 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 functions of a Patient Relations Representative. Works independently to manage complaint cases from initial contact through documentation, investigation, resolution, and response to the patient or family member, within 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 to clarify issues and promote 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 patient’s 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 patient’s 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.
Minimum Qualifications Master’s Degree. Proficient in word processing, typing, email, and general computer skills. 3‑4 years of work experience in a similar area, e.g., customer service.
Preferred Qualifications Certification in Patient Advocacy or similar. Customer Service experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.
Benefits NYU Langone Health offers a comprehensive benefits and wellness package that supports employees at all life stages, including financial security benefits, a generous time‑off program, employee resource groups for peer support, and a holistic wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care.
Equal Employment Opportunity NYU Langone Health is an equal‑opportunity employer and is committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.
Salary Salary range: $70,481.61 – $82,584.60 annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range does not include bonuses, incentive, differential pay, or other forms of compensation or benefits.
#J-18808-Ljbffr