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Patient Representative
2 months ago
Lincoln Medical and Mental Health Center is one of New York City's premier acute care hospitals. Located in Downtown Bronx, Lincoln is a teaching hospital renowned for its Centers of Excellence, and a recognized industry leader in the implementation of state-of-the art medical technology and best practices. Our team of highly trained and caring medical professionals is dedicated to providing the highest quality health care that is safe, compassionate, culturally competent and patient-centered. Comprehensive services are offered in three major primary care areas: Medicine, Pediatrics, and Women's Health in addition to more than eighty (80) specialty services. At Lincoln, the safety and comfort of our patients is our number one priority.
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Visit us at www.nyc.gov/html/hhc/lincoln.
Job Description
Purpose of Position:
Under the direction of Patient Experience/ Guest Relations leadership, and as part of our Patient Care Focused team approach, the Guest Relations' Patient Representatives serves as the hospital representative/ advocate for the patient, family, and visitors to promote a quality Customer Service Relations/ Experience.
Duties and Responsibilities:
1. Acquaints patients with the mission and philosophy of the hospital and Guest Relations department. Interprets hospital policies and procedures to patients, families and visitors.
2. Demonstrate a positive and pleasant attitude conducive to the workplace which enhances the customer experience, and promote the Mission, Vision, Value Statement and ICARE - "Person Centered Care" standards of H+H Lincoln Medical and Mental Health Center.
3. Communicates and demonstrates to patients, families, staff and community, the concerns and responsiveness of the hospital in meeting the needs of the individual.
4. Promote Service Excellence/Patient Satisfaction in "Service Recovery" process.
5. Conducts patient needs and satisfaction assessments through direct interviews with patients, written surveys responses, correspondence to hospital, staff referrals and telephone conversations.
6. Promote and advocate for adherence to all regulatory guidelines in reference to the "Patient Rights'
7. Educate patients about Advance Directives and the benefits of having a health care proxy; assist as needed to complete the form.
8. Educate the patients about the Patient Portal (MyChart) and the benefits of having 24/7 access to their health information.
9. Documents and monitors (including tracking and trending) patient complaints and compliments concerning the hospital, its staff and services.
10. Analyzes and evaluates data concerning administration of hospital services to determine appropriate action and refers findings to appropriate staff with recommendations.
11. Consult with appropriate staff to resolve issues and to ascertain corrective measures to be taken to respond to complaints in a timely and effective manner.
12. Prepares reports and special studies with regard to patient-services and quality improvements initiatives.
13. Assist in providing access to interpreter services when a language barrier prohibits effective communication between the health care team, patients, families and/or care giver.
14. Performs investigation, tracking, trending and documentation of patient complaints and complaint resolutions.
15. Ensuring patients are informed and educated regarding policies and procedures that apply to their care. This includes ensuring the explanation and documentation of the patient bill of Rights to inpatients admitted to the hospital (Including Psychiatry). Ensuring that all patients concerns and requests are handled appropriately and in a timely fashion
16. Patient Representative Assigned to the Emergency Department will:
a. Perform rounds in the Emergency Department. (Patient triages, waiting rooms, patient Holding, Intake, Psych, Screening-Walk-in (C6) and ER-Radiology) to assist with patient experience.
b. Facilitate communication/ engagement between the visitors, patients and staff.
c. Facilitate patient visits (during non-designated visiting hours under the direction of ED leadership)
d. Advocate for the patients and provide service recovery and needed
e. Support staff's effort for providing quality services
17. Takes on other assignments as required by the Guest Relations department.
Minimum Qualifications
1. Master's degree from an accredited college or university in Public Health, Public Administration, Hospital Administration, Business Administration or in a health care specialization or related discipline; or
2. Bachelor's degree from an accredited college or university in fields, as described in "1" above or in social sciences; and one (1) year of paid, full-time responsible experience in an administrative,
supervisory or consultative capacity performing functions related to the coordination and delivery of patient care services or similar functions in a hospital or a health care setting; or
3. A satisfactory equivalent of education, training and/or experience.
If you wish to apply for this position, please apply online by clicking the "Apply Now" button or forward your resume, noting the above Job ID #, to:
Lincoln Medical & Mental Health Center
Human Resources Department
234 Eugenio Maria De Hostos Blvd, (East 149th Street),
2nd Floor, Annex
Bronx, NY 10451
Attn: Recruitment Unit
NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
