Patient Relations Supervisor

Maimonides Medical Center; New York (NY); On-site; USD 68,000 - 85,000; Full time

Job summary

Maimonides Medical Center in New York is seeking a supervisory professional to lead the Emergency Department Patient Representatives and Concierge Services. The role plans and evaluates services, ensuring effective communication with patients and families while guiding staff in delivering excellent patient experiences.

Responsibilities include staffing, training, policy development, and collaboration with clinical leadership to maintain smooth patient flow from admission through discharge.

Qualifications

• Education: Bachelor's degree or 5 years of hospital experience, including prior supervisory experience.
• Requires good oral and written communication abilities.
• Strong interpersonal skills and English fluency as required by the role.

Responsibilities

• Oversees Emergency Department Patient Representative and Concierge services to ensure clear communication with patients and families.
• Selects, hires and supervises staff; conducts performance reviews and recommends promotions or raises.
• Trains new staff, develops leadership and teamwork; implements new programs and procedures.
• Interviews and schedules Emergency Department volunteers; instructs volunteers on duties.
• Ensures adequate staffing coverage by coordinating vacation/holiday schedules and manages overtime and attendance records.
• Develops departmental policies, updates manuals to comply with regulatory requirements and prepares reports.
• Performs duties of a Patient Representative as required and maintains professional records.
• Acts as in-house Administrator on Call to resolve non-clinical patient-care issues.
• Collaborates with department chairs, nursing leadership, and case managers to ensure continuity of care from admission to discharge.

Skills

Communication

Interpersonal skills

English proficiency

Education

Bachelor's degree or 5 years hospital supervisory experience

Job description

About Us

We’re Maimonides Health, Brooklyn’s largest healthcare system, serving over 250,000 patients each year through the system’s 3 hospitals, 1800 physicians and healthcare professionals, more than 80 community-based practices and outpatient centers. At Maimonides Health, our core values H.E.A.R.T drives everything we do. We uphold and maintain Honesty, Empathy, Accountability, Respect, and Teamwork to empower our talented team, engage our respective communities and adhere to Planetree's philosophy of patient-centered care. The system is anchored by Maimonides Medical Center, one of the nation’s largest independent teaching hospitals and home to centers of excellence in numerous specialties; Maimonides Midwood Community Hospital (formerly New York Community Hospital), a 130-bed adult medical-surgical hospital; and Maimonides Children’s Hospital, Brooklyn's only children’s hospital and only pediatric trauma center. Maimonides' clinical programs rank among the best in the country for patient outcomes, including its Heart and Vascular Institute, Neuroscience Institute, Boneand Joint Center, and Cancer Center. Maimonides is an affiliate of Northwell Health and a major clinical training site for SUNY Downstate College of Medicine.

About Us

We’re Maimonides Health, Brooklyn’s largest healthcare system, serving over 250,000 patients each year through the system’s 3 hospitals, 1800 physicians and healthcare professionals, more than 80 community-based practices and outpatient centers. At Maimonides Health, our core values H.E.A.R.T drives everything we do. We uphold and maintain Honesty, Empathy, Accountability, Respect, and Teamwork to empower our talented team, engage our respective communities and adhere to Planetree's philosophy of patient-centered care. The system is anchored by Maimonides Medical Center, one of the nation’s largest independent teaching hospitals and home to centers of excellence in numerous specialties; Maimonides Midwood Community Hospital (formerly New York Community Hospital), a 130-bed adult medical-surgical hospital; and Maimonides Children’s Hospital, Brooklyn's only children’s hospital and only pediatric trauma center. Maimonides' clinical programs rank among the best in the country for patient outcomes, including its Heart and Vascular Institute, Neuroscience Institute, Boneand Joint Center, and Cancer Center. Maimonides is an affiliate of Northwell Health and a major clinical training site for SUNY Downstate College of Medicine.

Overview

Supervises and evaluates provision of services for Assistant Supervisor, Emergency Department Patient Representatives and Concierge Staff; participates in program planning, evaluation of the overall effectiveness of the delivery of Patient Representatives/Concierge services, formulating policies of the hospital and in developing community resources and new linkages between the hospital and community. Performs duties of Patient Representative/Concierge as required.

Responsibilities

• Oversees Assistant Supervisor and ED Patient Representative services to ensure effective and appropriate communication with patients and families
• Oversees Concierge services on designated units to ensure effective and appropriate communications with patients and families
• Selects, hires and supervises staff in area of responsibility; initiates disciplinary action, including terminations; carries out annual performance appraisal of employees recommending promotions, raises, etc.
• Orients new Patient Representatives/Concierge to departmental operations and services; develops and implements training programs for staff to introduce new programs and procedures, develop leadership skills and teamwork and to improve delivery of services to patients
• Interviews, schedules and supervises Emergency Department volunteers; instructs volunteers on their Emergency Department duties
• Schedules and ensures adequate staff coverage by coordinating the vacation and holiday schedules; approves overtime as necessary and arranges coverage for absent staff; maintains employee attendance records (including vacation time, sick days) and processes time cards for staff
• Participates in developing departmental policies and procedures; reviews policies and procedures manuals periodically to ensure they are in compliance with requirements of regulatory agencies; recommends and implements changes as required by changes in regulatory agency policies and requirements
• Develops policy statement, program protocols and produces annual and statistical reports, quality assurance and administrative records
• Performs the duties of a Patient Representative (see job description) as required
• Maintains records and documents of professional contacts and interviews
• Serves as primary in-house Administrator on Call, intervening in most non-clinical aspects of patient care as required to resolve problems and difficulties
• Works with all hospital departments and teams (e.g., department Chairmen, Nursing Administrators, Nurse Case Managers, Social Workers) to ensure continuity of care for patients from admitting to discharg
• Maintains established departmental policies and procedures, objectives, quality assurance program, safety, environmental, and infection control standards

Qualifications

Education: Bachelors degree or 5 years of hospital experience, including prior supervisory experience, required.

Experience

See above

Skills

Good oral and written communication skills.

Good interpersonal skills.

Speaks, reads and writes English to the extent required by the position.

Pay Range

USD $68,000.00 - USD $85,000.00 /Yr.

Equal Employment Opportunity Employer

Maimonides Medical Center (MMC) is an equal opportunity employer.