ED Patient Representative - Patient Experience - Full Time, Evenings
NYU Langone Health · NY, US
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About the Role
Facilitate proactive communication between patients, families, and staff to enhance the NYULHS Patient Experience. Promote patient and family-centered care, assist with issues and concerns, and collaborate with departments to resolve problems promptly.
Responsibilities
- Greet patients and families, creating a courteous and professional patient-centered environment.
- Investigate hospital complaints and grievances according to policy, escalating as needed.
- Triage and escalate high-profile complaints, communicating effectively.
- De-escalate patient and/or family concerns via phone or in person.
- Follow Patient Relations processes and respond promptly to concerns.
- Initiate appropriate service recovery methods to resolve concerns.
- Document information in the grievance and complaint database in a timely manner.
- Conduct daily proactive new admission patient/family rounds on units.
- Serve as a resource for information regarding patients' rights, responsibilities, and advance directives.
- Provide emotional support to patients, visitors, and families as needed.
- Identify potential quality or risk issues and make appropriate referrals to Quality and Risk Management.
- Collaborate with the healthcare team to clarify issues and promote prompt, caring resolution of patient/family concerns.
- Anticipate the needs of the patient population considering age, culture, language, and disabilities.
- Perform other duties as assigned.
Requirements
- Bachelor's Degree Required.
- 3 - 5 years of healthcare or customer service related experience.
- Excellent communication (oral and written), organizational, and time management skills.
- Strong interpersonal and customer service skills.
- Ability to handle conflict and de-escalate situations.
- Knowledge of Microsoft Office, especially Excel.
Skills
- Communication
- Organizational skills
- Time management
- Interpersonal skills
- Customer service
- Conflict resolution
- De-escalation
- Microsoft Office
- Excel
Location
- Long Island, NY
Work Type
- Full-Time
- Evenings
Experience Level
- 3-5 years
Education Level
- Bachelor's Degree
Salary/Compensations
- $66,300.00 - $66,300.00 Annually
About the Company
- NYU Langone Hospital—Suffolk is a 306-bed medical center providing care to residents of eastern Long Island.
- The facility includes the Knapp Cardiac Care Center, an ambulatory surgical pavilion, a Provisional Level 2 Trauma Center, and a Primary Stroke Center.
- It also operates multiple outpatient sites.
- NYU Langone Hospital—Suffolk provides its staff with more than just a place to work; it is an institution to be proud of.
Equal Opportunity
- NYU Langone Hospital—Suffolk 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.
- We require applications to be completed online.
- Know Your Rights: Workplace discrimination is illegal.