Patient Representative - Full Time, Days

NYU Langone Hospitals; Village of Patchogue (NY); On-site; USD 59,000 - 66,000; Full time

Job summary

NYU Langone Hospital—Suffolk is seeking a dedicated Patient Representative to join our Patient Experience and Culture team. The full-time, day-shift role supports proactive communication between patients, families and staff to enhance the patient experience.

Responsibilities include addressing concerns, documenting issues, and collaborating with departments to ensure timely resolutions. Minimum qualifications include a Bachelor's degree and 3–5 years of healthcare or customer service experience.

Qualifications

• Bachelor's Degree required.
• 3–5 years healthcare or patient/customer service experience.
• Excellent oral and written communication, organizational, time management skills.
• Strong interpersonal and de-escalation skills.
• Proficiency in Microsoft Office, especially Excel.

Responsibilities

• Greet patients and families and maintain a courteous, patient-centered environment.
• Investigate complaints per hospital policy and escalate as needed.
• Document grievances and enter data into the complaint database.
• Perform daily proactive rounds with patients and families on units.
• Provide information on patient rights and advance directives; offer emotional support.
• Identify potential quality or risk issues and refer to Quality/Risk Management.
• Collaborate with healthcare team to resolve concerns and accommodate patient needs.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Conflict de-escalation

Interpersonal skills

Time management

Education

Bachelor's degree

Tools

Excel

Microsoft Office

Job description

Patient Representative - Full Time, Days

Administrative/Office Support

ID: 1167566_RR00125402

Full-Time/Regular

NYU Langone Hospital—Suffolk is a 306-bed medical center, providing care to residents of eastern Long Island. The hospital facility is home to theKnapp Cardiac Care Center—an advanced heart disease diagnostic and treatment facility—as well as a modern ambulatory surgical pavilion with specialized services including women's imaging, a sleep laboratory, and bariatric surgery. Our Provisional Level 2 Trauma Center delivers comprehensive and specialized care for patients with traumatic injuries. The Stroke Center at NYU Langone Hospital—Suffolk is designated by the New York State Department of Health as a Primary Stroke Center, with expert neurologists available to provide treatment 24 hours a day, 7 days a week. Additionally, NYU Langone Hospital—Suffolk has multiple outpatient sites, including an outpatient wound care center, a hemodialysis center, and various primary care and specialty offices.
For more information, go to NYU Langone Hospital—Suffolk , 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 Representative - Full Time, Days - Patient Experience and Culture - Full-Time - Monday - Friday 9:00am - 5:00pm
In this role, the successful candidate Responsible for facilitating proactive communication between patients, families and staff to improve the NYU Langone Hospital-Suffolk 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:

• 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 areas/ departments. 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 patient family 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 patient family concerns. Anticipates the needs of the patient population served in relation to their age, culture, languages, deaf, hearing impaired, blind, visually impaired.
• Performs other duties as assigned

Minimum Qualifications:
To qualify you must have a Bachelor's Degree Required. 3 - 5 years Healthcare or customer service related experience Excellent communication (both oral and written), organizational, time management skills. Strong interpersonal and customer service skills. Ability to handle conflict and de-escalate situations. Knowledge of Microsoft Office especially Excel.

NYU Langone Hospital—Suffolk 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.

NYU Langone Hospital—Suffolk 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 Hospital-Suffolk 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 $58,500.00 - $66,300.00 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.