Specialist, Patient Relations - Full Time, Days

NYU Langone Hospital—Suffolk is a 306-bed medical center, providing care to residents of eastern Long Island. The hospital facility is home to theKnapp Cardiac Care Center—an advanced heart disease diagnostic and treatment facility—as well as a modern ambulatory surgical pavilion with specialized services including women's imaging, a sleep laboratory, and bariatric surgery. Our Provisional Level 2 Trauma Center delivers comprehensive and specialized care for patients with traumatic injuries. The Stroke Center at NYU Langone Hospital—Suffolk is designated by the New York State Department of Health as a Primary Stroke Center, with expert neurologists available to provide treatment 24 hours a day, 7 days a week. Additionally, NYU Langone Hospital—Suffolk has multiple outpatient sites, including an outpatient wound care center, a hemodialysis center, and various primary care and specialty offices.

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Position Summary:
We have an exciting opportunity to join our team as a Specialist, Patient Relations - Full Time, Days - Patient Experience and Culture - 9:00AM - 5:00PM Monday - Friday.

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:

• Coordinates and participates in 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 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 patient's 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. Assists in identifying improvement opportunities that can be used to increase satisfaction 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.).
• Assumes on-call coverage as determined by the Manager of Patient Experience. Assists in the oversight, coordination and monitoring of service recovery efforts for specific areas or uses (i.e. service recovery during construction).
• Facilitates transitions throughout the continuum of care (between units, services, in and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.
• Performs other duties as assigned.
• Coordinates training of relevant employees, including maintaining documentation.
• Provides data reports and analyzes findings (e.g. Complaints/Grievances/Compliments, Language Services, etc.).

Minimum Qualifications:
To qualify you must have a Bachelor's degree. 3 years working experience in similar area. Customer service experience, and Microsoft Office skills required.

Preferred Qualifications:
Certification in Patient Advocacy. Masters degree. Strong writing and analytical skills, detail-oriented

NYU Langone Hospital—Suffolk 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 Hospital—Suffolk 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.

View Know Your Rights: Workplace discrimination is illegal.

NYU Langone Hospital-Suffolk 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 $66,300.00 - $75,000.00 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.

View the Pay Transparency Notice for further details.