Patient Relations Representative - Patient Relations - Mineola

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 is a 591-bed university-affiliated medical center, which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, offering a full complement of inpatient and outpatient services. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge. Learn more about NYU Langone Hospital—Long Island, 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 - Patient Relations - Mineola. In this role, the successful candidate is responsible for facilitating proactive communication between patients, families and staff to improve the NYULH 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

• Performs other duties as assigned
• 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 areasdepartments. 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.

Minimum Qualifications

To qualify you must have a Bachelors Degree Required or equivalent. 3 - 5 years Healthcare or customer service related experience OR a suitable combination of experience and education. Excellent communication (both oral and written), organizational, time management skills. Strong interpersonal and customer service skills. Ability toHandle conflict and de-escalate situations. Knowledge of Microsoft Office especially Excel.

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

Benefits and Wellness Package

• NYU Langone Hospital—Long Island 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 Hospital—Long Island 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.

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 $66,300.00 - $67,000.00 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.

To view the Pay Transparency Notice, please.