Patient Experience Advocate

NYU Langone; New York (NY); In loco; USD 66.000 - 78.000; Tempo pieno

Descrizione del lavoro

NYU Langone Health in New York, NY, is seeking a Patient Relations Representative to serve as a liaison between patients, families, visitors and the Medical Center staff, helping explain policies and resolve concerns.

The role emphasizes service recovery, notary services, and collaboration with the Patient Feedback System and leadership to improve patient experience; strong communication and 2 years’ customer service experience required; Bachelor's preferred.

Competenze

• 2 years of experience in customer service, patient advocacy and service recovery.

Mansioni

• Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to the appropriate Patient Relations Specialist for evaluation, resolution and follow-through.
• Participates in hospital-wide Patient Experience initiatives to improve the patient/family experience.
• Educates staff and patients on patients' rights and responsibilities.
• Acts as Notary Public for patients and families throughout the Medical Center.
• Serves as a resource and support to facilitate communication for the healthcare team in proactive service recovery.
• Reports trends in patient feedback and supports quality improvement initiatives.
• Directs medical complaints to the Chief Medical Officer and Risk Management with guidance from the Specialist.
• Documents all patient complaints and compliments in the Patient Feedback System and shares feedback with staff.
• Facilitates patient/staff communication to improve relationships and care delivery.
• Conducts daily rounds to assess patient experience and address questions and needs within policy.
• Investigates and facilitates resolution of quality of care concerns with staff involvement.
• Distributes Advance Directive information and serves as a resource for patients, caregivers and staff.
• Interprets and explains NYU Hospital Center policies pertaining to patient rights.
• Distributes Patients' Bill of Rights and answers questions about those rights.
• Supports communication flows to maintain good working relationships and address patient needs.
• Identifies priority patient experience issues and suggests solutions.

Conoscenze

Customer service

Patient advocacy

Service recovery

Formazione

Bachelor's degree

Descrizione del lavoro

NYU Langone Health in New York, NY, is seeking a Patient Relations Representative to serve as a liaison between patients, families, visitors and the Medical Center staff, helping explain policies and resolve concerns.

The role emphasizes service recovery, notary services, and collaboration with the Patient Feedback System and leadership to improve patient experience; strong communication and 2 years’ customer service experience required; Bachelor's preferred.