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.

POSITION SUMMARY: We have an exciting opportunity to join our team as a Patient Representative - Patient Relations Department. In this role, the successful candidate Responsible for facilitating proactive communication between patients, families and staff to improve the NYU Long Island 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.
• Performs other duties as assigned
• Anticipates the needs of the patient population served in relation to their age, culture, languages, deaf, hearing impaired, blind, visually impaired.
• Works collaboratively with the healthcare team in clarifying issues and promoting prompt and caring resolution of patientfamily concerns.
• Identifies cases that are potential quality or risk issues and makes appropriate and timely referrals to Quality and Risk Management.
• Serves as a resource for information concerning patients rights, responsibilities and advance directives. Provides emotional support as needed to patients, visitors and families.
• Conducts daily proactive new admission patient/family rounds on units.
• Responsible for timely documentation, entering data into grievance and complaint database.
• 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.

MINIMUM QUALIFICATIONS: To qualify, you must have a High School Diploma 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 toHandle conflict and de-escalate situations. Knowledge of Microsoft Office especially Excel.

PREFERRED QUALIFICATIONS: Bachelors Degree in a related field.

Qualified candidates must be able to effectively communicate with all levels of the organization. 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 Hospital-Long Island is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Hospital-Long Island's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.

Required Skills Required Experience