Patient Relations Representative
2 weeks ago
**NYU Langone Health** is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, 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 diversity, inclusion, and individual skills, ideas, and knowledge. _For more information, go to _nyulangone.org_, a_nd interact with us on _LinkedIn_, _Glassdoor_, _Indeed_,_ _Facebook_, _Twitter_, _YouTube_ and _Instagram_._
**Position Summary**:
We have an exciting opportunity to join our team as a Patient Relations Representative.
**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 a
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