ED Patient Representative - Patient Experience - Full Time, Evenings

NYU Langone Hospitals; Northern, New York (KY, NY); Hybrid; USD 60,000 - 73,000; Full time

Job summary

NYU Langone Hospital—Suffolk is seeking an ED Patient Representative to join the Patient Experience team. This full-time evening role supports proactive communication between patients, families, and staff to improve patient experience and care coordination.

Responsibilities include addressing concerns, documenting cases, and coordinating with departments for timely resolutions. The ideal candidate will have a Bachelor's degree and 3–5 years in healthcare or customer service, with strong

Qualifications

• Bachelor's Degree required.
• 3–5 years healthcare or customer service experience.
• Excellent communication, both oral and written.
• Strong organizational and time management skills.
• Excellent interpersonal and customer service skills.

Responsibilities

• Greet patients and families, creating a courteous, professional environment.
• Investigate complaints and grievances and escalate as needed.
• Document promptly in the grievance database.
• Conduct daily proactive rounds to patient/family units.
• Provide information on patients' rights and advance directives.

Skills

Communication

Time management

Interpersonal skills

Customer service

Education

Bachelor's degree

Tools

Microsoft Office

Excel

Job description

NYU Langone Hospital—Suffolk is a 306-bed medical center, providing care to residents of eastern Long Island. The hospital facility is home to the Knapp 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. For more information, go to NYU Langone Hospital—Suffolk, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, X, YouTube and Instagram.

Position Summary:

We have an exciting opportunity to join our team as a ED Patient Representative - Patient Experience - Full Time, Evenings - Patient Experience and Culture - 12:00PM - 8:00PM Monday - Friday with Alternating Weekends.

In this role, the successful candidate Responsible for facilitating proactive communication between patients, families and staff to improve the NYULHS Patient Experience. Promotes patient and family centered care throughout the Hospital. Assist patients and family members with issues and concerns and works collaboratively with all departments/areas to promptly facilitate problem resolution.

Job Responsibilities:

• Greet patients and families and creates a courteous and professional patient centered environment.
• Investigates hospital complaints and grievances according to hospital policy and escalates to appropriate areas/ departments. Triages and escalates high profile complaints and effectively communicates. De-escalate patient andor family concerns via phone or in person. Follows Patient Relations process and promptly responds to patient and family concerns. Initiates appropriate service recovery methods to resolve concerns.
• Responsible for timely documentation, entering data into grievance and complaint database.
• Conducts daily proactive new admission patientfamily rounds on units.
• Serves as a resource for information concerning patients rights, responsibilities and advance directives. Provides emotional support as needed to patients, visitors and families.
• Identifies cases that are potential quality or risk issues and makes appropriate and timely referrals to Quality and Risk Management.
• Works collaboratively with the healthcare team in clarifying issues and promoting prompt and caring resolution of patientfamily concerns. Anticipates the needs of the patient population served in relation to their age, culture, languages, deaf, hearing impaired, blind, visually impaired.
• Performs other duties as assigned

Minimum Qualifications:

To qualify you must have a Bachelor's Degree Required. 3 - 5 years Healthcare or customer service related experience Excellent communication (both oral and written), organizational, time management skills. Strong interpersonal and customer service skills. Ability to handle conflict and de-escalate situations. Knowledge of Microsoft Office especially Excel.

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.

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 - $66,300.00 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.