Position Summary: We have an exciting opportunity to join our team as a Patient Reltns Representative.
In this role, the successful candidate serves as a liaison between patients, families, visitors, and theMedical Center staff. The representative assists patients in understanding hospital policies, procedures,services, and obtaining solutions to problems and concerns. The representative may initially handle agrievance via a call center or during rounding, documents the concern appropriately in the PatientFeedback System and forwards it to the assigned specialist for resolution
Initiates appropriate service recovery methods to resolve concerns and directsinquiries/complaints to appropriate Patient Relations Specialist for evaluation, resolutionand follow through.
Handles routine inquiries/issues, and directs patient complaints to appropriate individualwith complete information.
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.
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.
Participates in special projects.
Provides emotional support as needed to patients, families and visitors.
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.
Identifies priority patient experience issues and suggests solutions
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.
Distributes Patients' Bill of Rights when requested and answer questions pertaining tothose rights.
Interprets and explains NYU Hospital Center's policies, procedures, programs and servicesthat pertain to patient rights and responsibilities, as requested.
Distributes Advance Directive information and serves as a resource for patients,caregivers and staff.
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.
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.
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.
Documents all patient complaints and compliments in the Patient Feedback System andshares feedback and suggestions with involved staff as appropriate.
Directs all medical complaints to the office of the Chief Medical Officer and RiskManagement with guidance from the Specialist
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.
Serves as a resource and support and facilitates communication for the entire healthcareteam in establishing an environment of proactive service recovery.
Acts as Notary Public for patients and families throughout the Medical Center
Educates staff and patients to patients' rights and responsibilities.
Participates in hospital-wide Patient Experience initiatives to further improve thepatient/family experience.
High school diploma or equivalent Word processing, typing, email and general computer skills 3-4 years working experience in similar area, i.e. customer service
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. To view the Pay Transparency Notice, please click here.
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Internal Number: 60318886
About NYU Langone Health
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.