Director of Patient Relations

NYC Health + Hospitals; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

NYC Health + Hospitals/Bellevue seeks a seasoned leader to head patient relations, directing programs, policies and outreach. The role reports to the Chief Culture Officer and collaborates with executives to advance patient advocacy across municipal health settings.

The position requires a bachelor’s degree in a related field and substantial experience in community health or public health administration, with proven supervisory capabilities.

Qualifications

• Bachelor’s degree in a related field is required.
• Seven years of progressively responsible experience with two years in administrative/ supervisory capacity or four years with supervisory experience. Associate’s degree route also acceptable with seven years total experience, including three in admin management.

Responsibilities

• Directs the coordination of patient relations activities.
• Guides Executive Directors and staff in program development, ensuring alignment with policies and objectives.
• Develops communications programs to interpret the patient advocacy program and improve patient relations efforts.

Skills

Communication skills

Public health experience

Leadership / management

Education

Bachelor’s degree in Social Science / Social Work / Public Health / Hospitality Management or related

Associate’s degree in related disciplines

Job description

Marketing Statement

NYC Health + Hospitals/Bellevue is America’s oldest public hospital, established in 1736. Affiliated with the NYU School of Medicine, the 844-bed hospital is a major referral center for highly complex cases, with its 6,000 employees including highly skilled, interdisciplinary clinical staff. It sees more than 110,000 emergency room visits and 700,000 outpatient visits annually. Bellevue is an academic medical institution of international renown. We have served as an incubator for major innovations in public health, medical science, and medical education. Bellevue is a Level I Trauma Center delivering around-the-clock care in adult, pediatric, psychiatric and pediatric psychiatric emergencies as well as in the nationally-designated categories of cardiology, neurology, toxicology, and neonatology. In addition to providing comprehensive inpatient and outpatient state-of-the-art care Bellevue is a city-wide medical specialty referral source. Bellevue’s clinical centers of excellence include: Emergency Medicine and Trauma Care; Cardiovascular Services; Designated Regional Perinatal Center and Neonatal Intensive Care Unit (ICU); Comprehensive Children’s Psychiatric Emergency Program; and Cancer Services.

Marketing Statement

NYC Health + Hospitals/Bellevue is America’s oldest public hospital, established in 1736. Affiliated with the NYU School of Medicine, the 844-bed hospital is a major referral center for highly complex cases, with its 6,000 employees including highly skilled, interdisciplinary clinical staff. It sees more than 110,000 emergency room visits and 700,000 outpatient visits annually. Bellevue is an academic medical institution of international renown. We have served as an incubator for major innovations in public health, medical science, and medical education. Bellevue is a Level I Trauma Center delivering around-the-clock care in adult, pediatric, psychiatric and pediatric psychiatric emergencies as well as in the nationally-designated categories of cardiology, neurology, toxicology, and neonatology. In addition to providing comprehensive inpatient and outpatient state-of-the‑art care Bellevue is a city-wide medical specialty referral source. Bellevue’s clinical centers of excellence include: Emergency Medicine and Trauma Care; Cardiovascular Services; Designated Regional Perinatal Center and Neonatal Intensive Care Unit (ICU); Comprehensive Children’s Psychiatric Emergency Program; and Cancer Services.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

Purpose of Position

Reporting to the Chief Culture Officer (CCO) at Bellevue Hospital, directs, coordinates, administers and evaluates patient-relations programs, projects and activities. Provides guidance on patient relations programs, including the development of patient advocacy plans and the implementation of the patient’s Bill of Rights with respect to each municipal healthcare setting.

Essential Duties And Responsibilities

• Directs the coordination of patient relations activities.
• Provides guidance to Executive Directors and staff in the development of programs. Ensures all programs are consistent with their content and proposal while adhering to policies and objectives.
• Develops communications programs to ensure the effective interpretation of the patient advocacy program and provides guidance to health care settings on effective communications and patient relations efforts.
• Oversees language services, including medical interpreters and sign languages, while ensuring compliance with the American Disabilities Act for our patients.
• Ensures patient education materials are accurately translated into appropriate languages relating to access care and information in order to assist patients in making informed decisions.
• Participates in the development of policies and distributes procedure related to public information and health education.
• Interprets System policies to healthcare setting committees and other related groups.
• Collaborates with healthcare setting Executive Directors in engaging with community boards and their respective communities.
• Directs and coordinates the implementation of patient relations training programs initiated by the System or health care settings.
• Analyzes and evaluates the effectiveness of patient relations programs in addressing patient needs within the System’s initiatives.
• Coordinates the engagement of community representatives in the operations of the health care settings.
• Organizes departmental staffs into areas of responsibility, authority and specialization. Staffs, directs, guides and manage departmental activities.
• Serves as a liaison between the healthcare setting, the respective patient representatives and regulatory bodies.
• Performs other related duties, as assigned.

Minimum Qualifications

Qualification Requirements

• Bachelor’s degree from an accredited college or university in Social Science, Social Work, Public Health, Hospitality Management or a related discipline; and,
• Four (4) years of progressively responsible experience in community and patient relations, community organization, public health or social services within a health, social science, educational, medical care, hospitality or related area; two (2) years in an administrative, managerial or supervisory capacity; or,
• Associate’s degree from an accredited college or university in disciplines, as listed in “1” above; and,
• Seven (7) years of progressively responsible experience in areas as listed in “2” above; three (3) years of which must have been in an administrative, managerial or supervisory capacity.

Department Preferences