DUTIES: This position will assist the Patient Experience Officer by coordinating the Patient Experience Office and overseeing the work of the patient experience staff. 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 Patient Experience Officer, 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:- Mange grievance, leads, develops and executes initiatives designed to improve the patient experience including implementation of best practices, advocates for patients and families; collaborate 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 the Patient Experience Officer. He/she will oversee the daily functions of the Patient Experience Office by relaying work instructions, distributing and monitoring patient interactions, working with clinicians to resolve issues to completion. The incumbent will act as a resource to all hospital, medical staff, vendors, and assist in identifying improvement opportunities that can be used to improve the patient experience, which will in turn improve HCAPH scores. (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
Internal Number: 57140
About SUNY Downstate Medical Center
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 of 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.