Patient Relations Specialist

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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

In this role, the successful candidate The Patient Relations Specialist serves as an Ombudsman for our patients and family members, advocates for patients and family members through consistent application of patient rights and advocacy, and obtains solutions to problems and concerns. This position functions as the mechanism for investigating and responding to patient complaints and grievances that may involve hospital or medical staff. They guide leaders and staff in gaining awareness of patients perceptions of the hospital experience and implements effective strategies to improve patient perception of care and reduce complaints

Job Responsibilities:

• Participates in and coordinates special projects related to patient satisfaction and the patient experience. Some examples of areas in need of focused attention include re-admissions, post-discharge phone calls, and HCAHPS initiatives.
• Performs all the functions of a Patient Relations Representative.Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, within the established standards and policies, including referrals to and from Risk Management.
• Follows up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients perception of care or services.
• Investigates and facilitates resolution of quality of care concerns/complaints/grievances for all patients and families/visitors by engaging with their healthcare providers. Works collaboratively with the healthcare team in clarifying issues, and promoting prompt and caring resolution of patient/family concerns.
• Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
• Provides counseling and education related to a patients right to develop an Advance Directive and assists patients in executing an Advance Directive.Provides notary services for patients upon request, in accordance with hospital policies.
• Organizes and facilitates patient/family care conference in collaboration with appropriate physicians, leaders and/or staff members.
• Educates patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies.Functions as coach for leaders and staff on topics of service recovery, how to improve results and reduce complaints.
• Leads, develops and executes initiatives designed to improve the patients experience including implementation of best practices, in departments of primary coverage through an active presence and visibility in the areas.
• Oversees and coordinates projects as necessary.Educates hospital staff about perceptions and concerns expressed by patients.
• Acts as a resource to all hospital staff, medical staff and vendors and assists in identifying improvement opportunities that can be used to increase satisfaction and decrease dissatisfaction with the customer (both external and internal) and build trust within the organization.
• Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.).
• Facilitates transitions throughout the continuum of care (between units, services, in and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.

Minimum Qualifications:
To qualify you must have a Master’s Degree.Word processing, typing, email and general computer skills.3-4 years working experience in similar area, i.e. customer service

Preferred Qualifications:
Certification in Patient Advocacy or similar.Customer Service experience

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.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

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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 $70,481.61 – $82,584.60 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