Patient Relations Specialist
NYU Langone Health, New York, NY, United States
Position Summary
We have an exciting opportunity to join our team as a Patient Relations Specialist. In this role, the Patient Relations Specialist serves as an Ombudsman for 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. 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
Participate in and coordinate special projects related to patient satisfaction and the patient experience, such as re‑admissions, post‑discharge phone calls, and HCAHPS initiatives.
Perform all functions of a Patient Relations Representative, managing complaint cases from initial contact through documentation, investigation, resolution, and response, following established standards and policies, including referrals to and from Risk Management.
Follow up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients’ perception of care or services.
Investigate and facilitate resolution of quality‑of‑care concerns, complaints, and grievances for all patients and families/visitors by engaging with healthcare providers and promoting prompt, caring resolution.
Refer patients, families, and visitors to appropriate services and resources, and provide innovative solutions when alternatives are unavailable.
Provide counseling and education related to a patient’s right to develop an Advance Directive and assist patients in executing an Advance Directive; provide notary services upon request per hospital policies.
Organize and facilitate patient/family care conferences in collaboration with physicians, leaders, and staff.
Educate patients and families about patient rights in accordance with federal, state, and regulatory agencies; serve as a coach for leaders and staff on service recovery and complaint reduction.
Lead, develop, and execute initiatives designed to improve the patient experience, including implementing best practices in primary coverage departments through active presence and visibility.
Oversee and coordinate projects as necessary; educate hospital staff about patient perceptions and concerns.
Act as a resource to all hospital staff, medical staff, and vendors, assisting in identifying improvement opportunities to increase satisfaction and build trust.
Identify the needs of the patient population served and modify and deliver care that is specific to those needs (e.g., age, culture, language, hearing, and/or visual impairments). Communicate with patients, parents, and caregivers at appropriate levels.
Facilitate transitions throughout the continuum of care (between units, services, inpatient and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.
Minimum Qualifications
Master’s Degree.
Proficiency in word processing, typing, email, and general computer skills.
3–4 years of experience in a similar customer service role.
Preferred Qualifications
Certification in Patient Advocacy or a related field.
Customer Service experience.
Benefits and Salary NYU Langone Health offers a comprehensive benefits and wellness package, including financial security benefits, a generous time‑off program, employee resource groups, and a holistic wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive care. Salary for this role ranges from $70,481.61 to $82,584.60 annually. Actual salaries depend on experience, specialty, education, and hospital need. Salary range does not include bonuses or other forms of compensation.
Equal Opportunity Employment 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.
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Job Responsibilities
Participate in and coordinate special projects related to patient satisfaction and the patient experience, such as re‑admissions, post‑discharge phone calls, and HCAHPS initiatives.
Perform all functions of a Patient Relations Representative, managing complaint cases from initial contact through documentation, investigation, resolution, and response, following established standards and policies, including referrals to and from Risk Management.
Follow up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients’ perception of care or services.
Investigate and facilitate resolution of quality‑of‑care concerns, complaints, and grievances for all patients and families/visitors by engaging with healthcare providers and promoting prompt, caring resolution.
Refer patients, families, and visitors to appropriate services and resources, and provide innovative solutions when alternatives are unavailable.
Provide counseling and education related to a patient’s right to develop an Advance Directive and assist patients in executing an Advance Directive; provide notary services upon request per hospital policies.
Organize and facilitate patient/family care conferences in collaboration with physicians, leaders, and staff.
Educate patients and families about patient rights in accordance with federal, state, and regulatory agencies; serve as a coach for leaders and staff on service recovery and complaint reduction.
Lead, develop, and execute initiatives designed to improve the patient experience, including implementing best practices in primary coverage departments through active presence and visibility.
Oversee and coordinate projects as necessary; educate hospital staff about patient perceptions and concerns.
Act as a resource to all hospital staff, medical staff, and vendors, assisting in identifying improvement opportunities to increase satisfaction and build trust.
Identify the needs of the patient population served and modify and deliver care that is specific to those needs (e.g., age, culture, language, hearing, and/or visual impairments). Communicate with patients, parents, and caregivers at appropriate levels.
Facilitate transitions throughout the continuum of care (between units, services, inpatient and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.
Minimum Qualifications
Master’s Degree.
Proficiency in word processing, typing, email, and general computer skills.
3–4 years of experience in a similar customer service role.
Preferred Qualifications
Certification in Patient Advocacy or a related field.
Customer Service experience.
Benefits and Salary NYU Langone Health offers a comprehensive benefits and wellness package, including financial security benefits, a generous time‑off program, employee resource groups, and a holistic wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive care. Salary for this role ranges from $70,481.61 to $82,584.60 annually. Actual salaries depend on experience, specialty, education, and hospital need. Salary range does not include bonuses or other forms of compensation.
Equal Opportunity Employment 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.
#J-18808-Ljbffr