Patient Relations Representative, 9PM - 7AM

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 tonyulangone.org, and interact with us onLinkedIn,Glassdoor,Indeed,Facebook,Twitter,YouTubeandInstagram.

Position Summary:
We have an exciting opportunity to join our team as a Patient Relations Representative.

In this role, the successful candidate The Patient Relations Representative serves as a liaison between patients, families, visitors, and
the Health Center staff. The representative assists patients in understanding hospital policies, procedures, services, and
obtaining solutions to problems and concerns. The representative may initially handle a grievance via a call center or
during rounding, documents the concern appropriately in the Patient Feedback System and forwards it to the assigned
specialist for resolution.

Job Responsibilities:

Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate
Patient Relations Specialist for evaluation, resolution and follow through.
* Participates in hospital-wide Patient Experience initiatives to further improve the patient/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 healthcare team 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 Risk Management with guidance from
the Specialist
* Documents all patient complaints and compliments in the Patient Feedback System and shares feedback and
suggestions with involved staff as appropriate.
* Serves as a liaison between patient and staff when requested by patient/family and/or health care team, and
assists patient and/or family to gain resolution within the limits of established organizational policy, principles or
medical care.
* Conducts daily visits on assigned units, meeting with patients and families on an individual basis to determine their
non-clinical expectations, needs and concerns within the limits of established organizational policy, principles or
medical care. Additionally participates in interdisciplinary team rounds to facilitate non-clinical communication
of these identified expectations, needs and concerns and assist the healthcare team in responding as needed.
* Investigates and facilitates resolution of quality of care concerns/complaints/grievances for all patients and
families/visitors by engaging with their healthcare providers. Works collaboratively with the healthcare team in
clarifying issues, and promoting prompt and caring 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 services that pertain to patient
rights and responsibilities, as requested.
* Distributes Patients' Bill of Rights when requested and answer questions pertaining to those rights.
* Facilitates the flow of communication from patient, family member and/or visitor to hospital staff that promotes
maintenance of good working relationships essential to the accomplishment 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 needs are 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 using established greeting in a
courteous and professional manner and provides proper assistance, including initial documentation of grievance or concern, taking accurate phone messages 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 individual with complete information.

Minimum Qualifications:
To qualify you must have a High school diploma or equivalent Word processing, typing, email and general computer skills 3-
4 years working experience in similar area, i.e. customer service. Excellent writing, customer service and critical thinking skills

Preferred Qualifications:
Experience in the Emergency Department setting

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health 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 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 Health'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.

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 $62,400.00 - $98,218.33 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.

To view the Pay Transparency Notice, please click here