Coordinator, Patient Relations

1133575_RR00095978 Job ID: 1133575_RR00095978NYU Langone Hospital - Brooklyn is a full-service teaching hospital and Level I trauma center located in Sunset Park, Brooklyn. The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices, and serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough. 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. Learn more about NYU Langone Hospital – Brooklyn, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.Position SummaryWe have an exciting opportunity to join our team as a Coordinator, Patient Relations.In this role, the successful candidate The Patient Relations Coordinator serves as a liaison between the patient families, clinicians and other hospital staff. The Coordinator assists patients/families in understanding hospital policies, procedures, in obtaining satisfactory solutions to problems or concerns related to the Patient Bill of Rights compliance to regulatory standards and hospital service. The Coordinator may initially handle grievance via a call or during rounding, documents the concern appropriately in the Patient Feedback System and forwards it to the assigned Patient Relations Specialist for resolution.Job Responsibilities• Greets and welcomes admitted patients and their family members and introduces the services of the hospital. Assesses patients experience and addresses any questions that a patient, their family member or a visitor may have regarding their situation and ensures that their needs are met.• 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 the established organizational policy, principles or medical care. Additionally, participates in interdisciplinary team rounds to facilitate non-clinical communication of these identified expectations, needs, concerns, and assists the healthcare team in responding as needed.• Investigates and facilitates resolution of quality of care concerns/complaints/grievances for all patients, families or 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.• 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.• Incorporates patient’s cultural background and values in methods of communication and service provision. Demonstrates an awareness of and respect for coworker/ patients cultural background.• Maintains safety practices at all times and reports any incidents or safety issues to the manager at the appropriate area;• Interprets and explains NYU Hospital Center's policies, procedures, programs and services that pertain to patient rights and responsibilities, as requested.• Documents all patient complaints, requests and compliments in the Patient Feedback System and shares feedback and suggestions with involved staff as appropriate. Refers patients to appropriate services and resources within the hospital.• Distributes Patients' Bill of Rights when requested and answer questions pertaining to those rights.• Identifies and escalates any inquiries, complaints or incident reports that may become a potential quality/risk management or media problem and reports them to the Patient Relations Director.• Supports and encourages the core values of the hospital. 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.• Provides information on Advanced Directives;• Provides emotional support as needed to patients, families and visitors.• Accepts other responsibilities as assignedMinimum QualificationsTo qualify you must have a Bachelors degree preferred. Must have post secondary school education. Some formal training in medical interpretation is desirable. 2 years hospital or related experience.Qualified candidates must be able to effectively communicate with all levels of the organization.NYU Langone Hospital - Brooklyn 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-Brooklyn 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- Brooklyn'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 - $71,500.00 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