Patient Experience Advocate

NYU Langone Hospitals; Village of Mineola (NY); On-site; USD 66,000 - 67,000; Full time

Job summary

NYU Langone Hospital—Long Island in Mineola is seeking a Patient Relations Representative to enhance the patient experience by facilitating proactive communication between patients, families and staff.

The role involves addressing concerns, investigating complaints, documenting data, and collaborating with departments to resolve issues promptly while guiding patients on rights and resources.

Qualifications

• Bachelor’s degree or equivalent required; 3–5 years healthcare or customer service experience.
• Excellent written and verbal communication; strong organizational and time-management skills.
• Ability to handle conflicts and de-escalate situations; proficient with Microsoft Excel.

Responsibilities

• Performs other duties as assigned.
• Greet patients and families and create a courteous patient-centered environment.
• Investigates hospital complaints and grievances according to policy and escalates to appropriate departments; triages high-profile complaints and communicates effectively.
• Documents data in grievance and complaint databases.
• Conducts daily proactive rounds on units with patients and families.
• Provides information about patients’ rights, responsibilities and advance directives; offers emotional support as needed.
• Identifies potential quality or risk issues and refers appropriately to Quality and Risk Management.
• Collaborates with the healthcare team to resolve patient and family concerns promptly.

Skills

Communication

Customer service

Interpersonal skills

Conflict resolution

De-escalation

Time management

Organizational skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Office

Job description

NYU Langone Hospital—Long Island in Mineola is seeking a Patient Relations Representative to enhance the patient experience by facilitating proactive communication between patients, families and staff.

The role involves addressing concerns, investigating complaints, documenting data, and collaborating with departments to resolve issues promptly while guiding patients on rights and resources.