NYU Langone Orthopedic Hospital at NYU Langone Health is one of the nation's leading orthopedic and rheumatologic specialty hospitals dedicated to the prevention and treatment of musculoskeletal diseases. The hospital provides some of the most advanced orthopedic programs in the region for musculoskeletal disorders and the largest pediatric orthopedic program in New York City. The hospital is consistently ranked among the leading orthopedic centers nationwide by U.S. News and World Report. Our expert physicians combine extensive experience and research with the latest technology for bone and joint problems that affect patients' ability to function. We specialize in the following areas: Orthopedic Surgery, Rheumatology, Neurology, and Radiology.
POSITION SUMMARY: We have an exciting opportunity to join our team as a Patient Relations Specialist. In this role, the Patient Relations Specialist serves as an Ombudsman for our patients and family members, advocates for patients and family members through consistent application of patient rights and advocacy, and obtains solutions to problems and concerns. This position functions as the mechanism for investigating and responding to patient complaints and grievances that may involve hospital or medical staff. They guide leaders and staff in gaining awareness of patients' perceptions of the hospital experience and implement effective strategies to improve patient perception of care and reduce complaints.
JOB RESPONSIBILITIES:
- Participates in and coordinates special projects related to patient satisfaction and the patient experience. Some examples of areas in need of focused attention include re-admissions, post-discharge phone calls, and HCAHPS initiatives.
- Performs all the functions of a Patient Relations Representative. Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, within the established standards and policies, including referrals to and from Risk Management.
- Follows up on referrals from administration, leadership, medical staff, and volunteer patient representatives regarding the patients' perception of care or services.
- 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.
- Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
- Provides counseling and education related to a patient's right to develop an Advance Directive and assists patients in executing an Advance Directive. Provides notary services for patients upon request, in accordance with hospital policies.
- Organizes and facilitates patient/family care conferences in collaboration with appropriate physicians, leaders and/or staff members.
- Educates patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies. Functions as a coach for leaders and staff on topics of service recovery, how to improve results and reduce complaints.
- Leads, develops and executes initiatives designed to improve the patient's experience including implementation of best practices, in departments of primary coverage through an active presence and visibility in the areas.
- Oversees and coordinates projects as necessary. Educates hospital staff about perceptions and concerns expressed by patients.
- Acts as a resource to all hospital staff, medical staff and vendors and assists in identifying improvement opportunities that can be used to increase satisfaction and decrease dissatisfaction with the customer (both external and internal) and build trust within the organization.
- Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.).
- Assumes on-call coverage as determined by the Manager of Patient Experience. Assists in the oversight, coordination and monitoring of service recovery efforts for specific areas or uses (i.e. service recovery during construction).
- Facilitates transitions throughout the continuum of care (between units, services, in and outpatient), overseeing pathways and optimizing communication and coordination of the patient experience.
MINIMUM QUALIFICATIONS: Master's Degree. Word processing, typing, email and general computer skills. 3 to 4 years working experience in a similar area, i.e. customer service.
PREFERRED QUALIFICATIONS: Certification in Patient Advocacy or similar. Customer Service experience.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Orthopedic Hospital at 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.
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