Patient Relations Specialist - Brooklyn - Required Spanish
Family Health Center at NYU Langone, New York, NY, United States
Family Health Centers at NYU Langone is the largest federally qualified health center network in New York State and the second largest in the nation. It includes eight primary care sites, 40 school-based health centers, dental clinics, day care centers, a dental residency program, a behavioral health program, community medicine sites, comprehensive HIV services, chemical dependency programs, and a family support center offering educational, vocational, and social support programs. Equity and inclusion are fundamental values at NYU Langone Health.
Position Summary The Patient Relations Specialist – Brooklyn – Required Spanish.
The Patient Relations Specialist serves patients and family members, advocates for patient rights, and obtains solutions to problems and concerns. The role investigates and responds to patient complaints and grievances across FHC practice sites and staff, guides leaders and staff in improving patient perception, and implements strategies to increase patient satisfaction. The specialist also works with patient engagement initiatives, ensuring the patient experience aligns with the FHC mission and guidelines, including outreach engagement and community events.
Job Responsibilities
Performs all functions of a Patient Relations Representative as directed.
Attends, participates in, and organizes outreach patient events and engagement as needed.
Assists in the oversight, coordination, and monitoring of service recovery efforts for specific areas or uses (e.g., service recovery during construction) in patient surveys, suggestion boxes, and other feedback pathways.
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 patients' rights 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 alternatives are not available.
Provides counseling and education related to 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 documentation, investigation, resolution, and response to the patient or family member, within established standards and policies, including referrals to and from risk management and creation of 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 assist in establishing and creating opportunities that increase satisfaction and decrease dissatisfaction with the customer, building trust within the organization and network.
Identifies the needs of the patient population served and modifies and delivers care specific to those needs (e.g., age, culture, language, hearing and/or visually impaired), communicating with patients, parents, or primary caregivers at their level.
Investigates and facilitates resolution of quality of care concerns, complaints, or grievances for all patients and families/visitors by engaging with their healthcare providers and working collaboratively with the healthcare team.
Leads, develops, and executes initiatives designed to improve patients' experience, including implementation of best practices across departments through active presence and visibility.
Participates in and coordinates special projects related to patient satisfaction and patient experience (e.g., readmissions, post-discharge phone calls, Q Review surveys).
Able to run data reports and present information to large groups as requested.
Able to read and interpret policies and guidelines.
Knowledge of Qualtrics, Excel, PowerPoint, and Word.
Minimum Qualifications Bachelor's Degree required (Master's preferred). Word processing, typing, email, and general computer skills. 3–4 years working experience in a similar area, e.g., customer service.
Preferred Qualifications
Certification in Patient Advocacy or similar.
Customer Service experience.
Previous Healthcare practice operations experience.
Ability to develop and organize timelines and manage projects.
Proficiency in spreadsheets and self‑starter.
EEO Statement Family Health Centers at NYU Langone is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment.
Salary Salary range for this role is $66,300.00 – $75,000.00 annually. Actual salaries depend on experience, specialty, education, and hospital need. The range does not include bonuses, incentive, differential pay or other compensation.
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Position Summary The Patient Relations Specialist – Brooklyn – Required Spanish.
The Patient Relations Specialist serves patients and family members, advocates for patient rights, and obtains solutions to problems and concerns. The role investigates and responds to patient complaints and grievances across FHC practice sites and staff, guides leaders and staff in improving patient perception, and implements strategies to increase patient satisfaction. The specialist also works with patient engagement initiatives, ensuring the patient experience aligns with the FHC mission and guidelines, including outreach engagement and community events.
Job Responsibilities
Performs all functions of a Patient Relations Representative as directed.
Attends, participates in, and organizes outreach patient events and engagement as needed.
Assists in the oversight, coordination, and monitoring of service recovery efforts for specific areas or uses (e.g., service recovery during construction) in patient surveys, suggestion boxes, and other feedback pathways.
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 patients' rights 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 alternatives are not available.
Provides counseling and education related to 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 documentation, investigation, resolution, and response to the patient or family member, within established standards and policies, including referrals to and from risk management and creation of 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 assist in establishing and creating opportunities that increase satisfaction and decrease dissatisfaction with the customer, building trust within the organization and network.
Identifies the needs of the patient population served and modifies and delivers care specific to those needs (e.g., age, culture, language, hearing and/or visually impaired), communicating with patients, parents, or primary caregivers at their level.
Investigates and facilitates resolution of quality of care concerns, complaints, or grievances for all patients and families/visitors by engaging with their healthcare providers and working collaboratively with the healthcare team.
Leads, develops, and executes initiatives designed to improve patients' experience, including implementation of best practices across departments through active presence and visibility.
Participates in and coordinates special projects related to patient satisfaction and patient experience (e.g., readmissions, post-discharge phone calls, Q Review surveys).
Able to run data reports and present information to large groups as requested.
Able to read and interpret policies and guidelines.
Knowledge of Qualtrics, Excel, PowerPoint, and Word.
Minimum Qualifications Bachelor's Degree required (Master's preferred). Word processing, typing, email, and general computer skills. 3–4 years working experience in a similar area, e.g., customer service.
Preferred Qualifications
Certification in Patient Advocacy or similar.
Customer Service experience.
Previous Healthcare practice operations experience.
Ability to develop and organize timelines and manage projects.
Proficiency in spreadsheets and self‑starter.
EEO Statement Family Health Centers at NYU Langone is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment.
Salary Salary range for this role is $66,300.00 – $75,000.00 annually. Actual salaries depend on experience, specialty, education, and hospital need. The range does not include bonuses, incentive, differential pay or other compensation.
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