Evening ED Patient Experience Liaison

NYU Langone Health; Village of Patchogue (NY); On-site; USD 60,000 - 73,000; Full time

Job summary

NYU Langone Hospital—Suffolk is seeking an ED Patient Representative for Patient Experience and Culture to support proactive communication among patients, families, and staff. The role runs 12:00PM–8:00PM, Monday–Friday with alternating weekends.

The position emphasizes patient-centered care, issue resolution, and collaboration with hospital departments to address concerns and facilitate service recovery.

Qualifications

• 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.

Responsibilities

• Greet patients and families and creates a courteous and professional patient centered environment.
• Investigates hospital complaints and grievances and escalates to appropriate areas/ departments. Triages and escalates high profile complaints and effectively communicates. De-escalate patient and/or family concerns via phone or in person.
• Responsible for timely documentation, entering data into grievance and complaint database.
• Conducts daily proactive new admission patient/family rounds on units.
• Serves as a resource for information concerning patients rights, responsibilities and advance directives.
• 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 patient/family 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.

Skills

Customer service

Communication

Excel

Microsoft Office

Education

Bachelor's degree

Job description

NYU Langone Hospital—Suffolk is seeking an ED Patient Representative for Patient Experience and Culture to support proactive communication among patients, families, and staff. The role runs 12:00PM–8:00PM, Monday–Friday with alternating weekends.

The position emphasizes patient-centered care, issue resolution, and collaboration with hospital departments to address concerns and facilitate service recovery.