Patient Relations Representative

NYU Langone; New York (NY); On-site; USD 66,000 - 78,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Patient advocacy

Service recovery

Education

Bachelor's degree

Job description

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. For the fourth consecutive year, Vizient Inc. ranked NYU Langone No. 1 for quality care in the nation and U.S. News & World Report recently placed 12 of its clinical specialties among the top 10 in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.
For more information, go to NYU Langone Health, 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 Patient Relations Representative.

In this role, the successful candidate The Patient Relations Representative serves as a liaison between patients, families, visitors, and the Medical Center staff. The representative assists patients in understanding hospital policies, procedures, services, and obtaining solutions to problems and concerns. The representative may initially handle a grievance via a call center or during rounding, documents the concern appropriately in the Patient Feedback System and forwards it to the assigned specialist for resolution.

Job Responsibilities

• Initiates appropriate service recovery methods to resolve concerns and directsinquiries/complaints to appropriate Patient Relations Specialist for evaluation, resolutionand follow through.
• Participates in hospital-wide Patient Experience initiatives to further improve thepatient/family experience.
• Educates staff and patients to patients' rights and responsibilities.
• Acts as Notary Public for patients and families throughout the Medical Center
• Serves as a resource and support and facilitates communication for the entire healthcareteam in establishing an environment of proactive service recovery.
• Reports trends in patient feedback to the Patient Satisfaction Committee and leadership,and works with the health care team to identify possible quality improvement initiatives.
• Directs all medical complaints to the office of the Chief Medical Officer and RiskManagement with guidance from the Specialist
• Documents all patient complaints and compliments in the Patient Feedback System andshares feedback and suggestions with involved staff as appropriate.
• Serves as a liaison between patient and staff when requested by patient/family and/orhealth care team, and assists patient and/or family to gain resolution within the limits ofestablished organizational policy, principles or medical care.
• Conducts daily visits on assigned units, meeting with patients and families on anindividual basis to determine their non-clinical expectations, needs and concerns withinthe limits of established organizational policy, principles or medical care. Additionallyparticipates in interdisciplinary team rounds to facilitate non-clinical communication ofthese identified expectations, needs and concerns and assist the healthcare team inresponding as needed.
• Investigates and facilitates resolution of quality of care concerns/complaints/grievancesfor all patients and families/visitors by engaging with their healthcare providers. Workscollaboratively with the healthcare team in clarifying issues, and promoting prompt andcaring resolution of patient/family concerns.
• Distributes Advance Directive information and serves as a resource for patients,caregivers and staff.
• Interprets and explains NYU Hospital Center's policies, procedures, programs and servicesthat pertain to patient rights and responsibilities, as requested.
• Distributes Patients' Bill of Rights when requested and answer questions pertaining tothose rights.
• Facilitates the flow of communication from patient, family member and/or visitor tohospital staff that promotes maintenance of good working relationships essential to theaccomplishment of assigned duties and enhanced delivery of health care.
• Identifies priority patient experience issues and suggests solutions
• Makes proactive rounds to assess patients experience and addresses any question they,family member or visitor, may have regarding their situation and ensures that their needsare met.
• Provides emotional support as needed to patients, families and visitors.
• Participates in special projects.
• Participates in coverage of call center and answers telephone within three rings usingestablished greeting in a courteous and professional manner and provides properassistance, including initial documentation of grievance or concern, taking accurate phonemessages and/or refers caller by transferring to the appropriate person.
• Anticipates the needs of the patient population served in relation to their age, culture,language, hearing and/or visually impaired, etc, and provides customer service.
• Handles routine inquiries/issues, and directs patient complaints to appropriate individualwith complete information.

Minimum Qualifications

To qualify you must have a 2 years experience in customer service, patient advocacy and service recovery.

Preferred Qualifications

Bachelors degree.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health 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.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health 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. We require applications to be completed online.

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NYU Langone Health 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 $66,299.99 - $77,872.16 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.

To view the Pay Transparency Notice, please click here