Patient Relations Representative

Job Description

NYU Langone Health

is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Patient Relations Representative.

In this role, the successful candidate The Patient Relations Representative serves as a liaison between patients, families, visitors, and the Medical Center staff. The representative assists patients in understanding hospital policies, procedures, services, and obtaining solutions to problems and concerns. The representative may initially handle a grievance via a call center or during rounding, documents the concern appropriately in the Patient Feedback System and forwards it to the assigned specialist for resolution.

Job Responsibilities:
Initiates appropriate service recovery methods to resolve concerns and directsinquiries/complaints to appropriate Patient Relations Specialist for evaluation, resolutionand follow through.
Participates in hospital-wide Patient Experience initiatives to further improve thepatient/family experience.
Educates staff and patients to patients' rights and responsibilities.
Acts as Notary Public for patients and families throughout the Medical Center
Serves as a resource and support and facilitates communication for the entire healthcareteam in establishing an environment of proactive service recovery.
Reports trends in patient feedback to the Patient Satisfaction Committee and leadership,and works with the health care team to identify possible quality improvement initiatives.
Directs all medical complaints to the office of the Chief Medical Officer and RiskManagement with guidance from the Specialist
Documents all patient complaints and compliments in the Patient Feedback System andshares feedback and suggestions with involved staff as appropriate.
Serves as a liaison between patient and staff when requested by patient/family and/orhealth care team, and assists patient and/or family to gain resolution within the limits ofestablished organizational policy, principles or medical care.
Conducts daily visits on assigned units, meeting with patients and families on anindividual basis to determine their non-clinical expectations, needs and concerns withinthe limits of established organizational policy, principles or medical care. Additionallyparticipates in interdisciplinary team rounds to facilitate non-clinical communication ofthese identified expectations, needs and concerns and assist the healthcare team inresponding as needed.
Investigates and facilitates resolution of quality of care concerns/complaints/grievancesfor all patients and families/visitors by engaging with their healthcare providers. Workscollaboratively with the healthcare team in clarifying issues, and promoting prompt andcaring resolution of patient/family concerns.
Distributes Advance Directive information and serves as a resource for patients,caregivers and staff.
Interprets and explains NYU Hospital Center's policies, procedures, programs and servicesthat pertain to patient rights and responsibilities, as requested.
Distributes Patients' Bill of Rights when requested and answer questions pertaining tothose rights.
Facilitates the flow of communication from patient, family member and/or visitor tohospital staff that promotes maintenance of good working relationships essential to theaccomplishment of assigned duties and enhanced delivery of health care.
Identifies priority patient experience issues and suggests solutions
Makes proactive rounds to assess patients experience and addresses any question they,family member or visitor, may have regarding their situation and ensures that their needsare met.
Provides emotional support as needed to patients, families and visitors.
Participates in special projects.
Participates in coverage of call center and answers telephone within three rings usingestablished greeting in a courteous and professional manner and provides properassistance, including initial documentation of grievance or concern, taking accurate phonemessages and/or refers caller by transferring to the appropriate person.
Anticipates the needs of the patient population served in relation to their age, culture,language, hearing and/or visually impaired, etc, and provides customer service.
Handles routine inquiries/issues, and directs patient complaints to appropriate individualwith complete information.

Minimum Qualifications:
To qualify you must have a 2 years experience in customer service, patient advocacy and service recovery.

Preferred Qualifications:
Bachelors degree.

Qualified candidates must be able to effectively communicate with all levels of the organization.

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.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $62,400.00 - $62,400.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here