DUTIES: The Patient Relation Specialist serves as an Ombudsman for our patients and their family. This position functions as the mechanism for investigating and responding to patient complaints and grievances. Reporting to the AVP for Patient Experience, the Patient Relations Specialist guides leaders and staff in gaining awareness of patient perceptions of the hospital experience and implement effective strategies to improve patient perception of care. Primary Responsibilities include:- Manages grievance cases from initial contact, through appropriate documentation, investigation, resolution, and response to patient. Leads, develops and executives initiatives designed to improve the patients experience including implementation of best practices. Advocates for patients and families. Collaborates with other departments to identify improvement opportunities that can be used to increase patient satisfaction. Tracks concerns and issues, identifies trends and prepares reports for AVP Patient Experience Officer. Prepares and monitors budgets, allocates funds and monitors staffing and other expenses to ensure operation within budget. Serves as educator for patient rights and service excellence. Ensures operating compliance with government and agency regulations. Assists the AVP Patient Experience by coordinating the patient experience office functions: relay work instructions, distributes and monitors patient interaction resolving issues to completion. Identifies the needs of the patient population served and modifies and delivers care that is specific to those in need (i.e., age, culture, language, hearing and/or visually impaired, etc). Acts as a resource to all hospital staff, medical staff and vendors and assists in identifying improvement opportunities that can be used to increase patient satisfaction. Performs other duties as assigned. (DUTIES AND RESPONSIBILITIES ARE NOT LIMITED TO THE ABOVE POSITION DESCRIPTION) QUALIFICATIONS: REQUIRED: Master's degree in Business Administration/or Hospital Administration with a minimum of three (3) years progressive experience including, patient/customer relations management, hospitality, service excellence, quality management, and social services. Strong computer skills/knowledge of Microsoft Suite and Complaint Management systems. Excellent writing and interpersonal skills. Additional Info: * Represents Location Pay for full-time appointees. Hours of work:8AM-4PM: Monday - Friday. Hours per week: 37.5.Closing Date: Open Until Filled STATE UNIVERSITY OF NEW YORK IS AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER
SUNY Downstate's College of Medicine, Health Related Professions, Nursing and its School of Graduate Studies offer students a broad professional education that will prepare them for practice or careers in any location and community. This education provides exceptional opportunities for those students with a commitment to promoting health in urban communities and addressing the complex challenges o...f investigating and preventing diseases that confront clinicians, educators, and researchers in such an environment. This special aspect of Downstate's unique mission is reflected in the students it attracts and selects, the vast majority of whom are drawn from the New York City Metropolitan area. Many of these students are members of minority and cultural groups underrepresented in the health professions, and/or come from families of first-generation immigrants or from economically disadvantaged backgrounds.