Coordinator, Patient Relations -Alternating weekdays plus Saturdays 9 AM to 5 PM
NYU Langone Health · NY, US
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About the Role
The Patient Relations Coordinator serves as a liaison between patients, families, clinicians, and hospital staff, assisting with understanding hospital policies, procedures, and resolving concerns related to the Patient Bill of Rights and regulatory standards.
Responsibilities
- Greet and welcome admitted patients and their family members, introducing hospital services.
- Assess patient experience and address questions or concerns from patients, families, or visitors.
- Conduct daily visits on assigned units to meet with patients and families, determining non-clinical expectations, needs, and concerns.
- Participate in interdisciplinary team rounds to facilitate non-clinical communication and assist the healthcare team.
- Investigate and facilitate resolution of quality of care concerns, complaints, and grievances.
- Engage with healthcare providers to clarify issues and promote prompt resolution of patient/family concerns.
- Initiate appropriate service recovery methods to resolve concerns.
- Direct inquiries and complaints to the appropriate Patient Relations Specialist for evaluation and resolution.
- Participate in hospital-wide Patient Experience initiatives.
- Incorporate patients' cultural background and values in communication and service provision.
- Demonstrate awareness and respect for coworkers'/patients' cultural backgrounds.
- Maintain safety practices and report any incidents or safety issues.
- Interpret and explain NYU Hospital Center's policies, procedures, programs, and services related to patient rights and responsibilities.
- Document all patient complaints, requests, and compliments in the Patient Feedback System.
- Share feedback and suggestions with involved staff as appropriate.
- Refer patients to appropriate services and resources within the hospital.
- Distribute Patients' Bill of Rights when requested and answer related questions.
- Identify and escalate inquiries, complaints, or incident reports that may pose a quality/risk management or media problem to the Patient Relations Director.
- Support and encourage the core values of the hospital.
- Serve as a liaison between patient and staff when requested.
- Assist patients and/or families to gain resolution within established organizational policy.
- Provide information on Advanced Directives.
- Provide emotional support as needed to patients, families, and visitors.
- Accept other responsibilities as assigned.
Requirements
- Bachelors degree required with 2 years' experience or 60 college credits with 4 years of experience.
- Effective communication with all levels of the organization.
Skills
- Medical interpretation (desirable)
Location
- Sunset Park, Brooklyn
Work Type
- Full-service teaching hospital
- Alternating weekdays plus Saturdays 9 AM to 5 PM
Experience Level
- 2 years of experience with a Bachelors degree
- 4 years of experience with 60 college credits
Education Level
- Bachelors degree
- 60 college credits
Salary/Compensations
- $56,300.00 - $75,790.00 Annually
Benefits
- Comprehensive benefits and wellness package
- Financial security benefits
- Generous time-off program
- Employee resource groups for peer support
- Holistic employee wellness program (physical, mental, nutritional, sleep, social, financial, and preventive care)
About the Company
- NYU Langone Hospital—Brooklyn is a full-service teaching hospital and Level I trauma center.
- The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices.
- Serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough.
- At NYU Langone Health, equity and inclusion are fundamental values.
- Strive to be a place where exceptionally talented faculty, staff, and students of all identities can thrive.
- Embrace inclusion and individual skills, ideas, and knowledge.
Equal Opportunity
- NYU Langone Hospital—Brooklyn is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment.
- All qualified individuals are encouraged to apply and will receive consideration.
- Know Your Rights: Workplace discrimination is illegal.