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Patient Relations Representative

4 weeks ago

Mineola, United States NYU Langone Health Full time

**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, 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_, and 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 - Mineola.

**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 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.

**Minimum Qualifications**:
To qualify you must have a Bachelor's Degree 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 to handle conflict and de-escalate situations. Knowledge of Microsoft Office especially Excel.

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.

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 $92,710.42 - $93,704.00 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.

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