Patient Relations Specialist; Patient Service Center; Mount Sinai Hospital; Full Time; Days

1 month ago

New York, New York, United States Mount Sinai Medical Center Full time
Act as liaison to strengthen the relationship between the Medical Center and patients and their families, effect resolution to problems, and counsel in potential AMA cases and crisis situations. Responsibilities 1. Receives and responds to referrals from patients/families, professionals and administrative staff and the community. 2. Responds to crisis situations, and reactions of patients/families. 3. Explains risks and benefits to patients, ensuring that all necessary precautions and alternatives were discussed. 4. Advises patient/families of Patients Bill of Rights and of patients responsibilities. 5. Assists in cases where patient is threatening to leave the hospital against medical advice. 6. Responds to patient problems, concerns and unmet needs to promote patient satisfaction with services. Investigates complaints through interviews with hospital personnel and reviews pertinent documentation including patient charts. 7. Interviews patients and families in cases of possible hospital liability. Documents (for hospital records) the problem, service provided, and action taken. Services to objectively resolve grievances. 8. Explains resolution of problems or concerns to patient/families and to appropriate hospital personnel. 9. Participates in orientation and in-service educational problems to employees, medical students, and volunteers in relation to the Patients Bill of Rights, patient perception of care and staff sensitivity to patient records. 10. Provides Notary Public Services to patients. 11. Performs other duties as required. Qualifications BS/BA degree in behavior science, social work, or related field is preferred (note experience) 2 years of patient and/or health care relations or other related experience. With BA/BS, 3 years without degree but BA/BS is preferred. Bilingual (Spanish/English) candidates preferred. Employer Description Strength Through Diversity The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai's unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by: Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential. Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination. Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers. At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally. Explore more about this opportunity and how you can help us write a new chapter in our history "About the Mount Sinai Health System: Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time - discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients' medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report's "Best Children's Hospitals" ranks Mount Sinai Kravis Children's Hospital among the country's best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek's "The World's Best Smart Hospitals" ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally. The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism." EOE Minorities/Women/Disabled/Veterans Compensation The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $ $67500 Annually. Actual salaries depend on a variety of factors, including experience, 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.

BS/BA degree in behavior science, social work, or related field is preferred (note experience) 2 years of patient and/or health care relations or other related experience. With BA/BS, 3 years without degree but BA/BS is preferred. Bilingual (Spanish/English) candidates preferred.

  1. Receives and responds to referrals from patients/families, professionals and administrative staff and the community. 2. Responds to crisis situations, and reactions of patients/families. 3. Explains risks and benefits to patients, ensuring that all necessary precautions and alternatives were discussed. 4. Advises patient/families of Patients Bill of Rights and of patients responsibilities. 5. Assists in cases where patient is threatening to leave the hospital against medical advice. 6. Responds to patient problems, concerns and unmet needs to promote patient satisfaction with services. Investigates complaints through interviews with hospital personnel and reviews pertinent documentation including patient charts. 7. Interviews patients and families in cases of possible hospital liability. Documents (for hospital records) the problem, service provided, and action taken. Services to objectively resolve grievances. 8. Explains resolution of problems or concerns to patient/families and to appropriate hospital personnel. 9. Participates in orientation and in-service educational problems to employees, medical students, and volunteers in relation to the Patients Bill of Rights, patient perception of care and staff sensitivity to patient records. 10. Provides Notary Public Services to patients. 11. Performs other duties as required.

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