Mount Sinai Careers

Patient Representative Coordinator - Patient Services - Full Time - Days

New York, New York
Professional / Managerial / Administrative

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Patient Representative  Coordinator - 2353028


Roles & Responsibilities: 


Initiate investigations and collaborate with Medical Center staff to resolve and respond to written and verbal complaints presented to the Patient Service Center.  Participate in Senior Leadership process to address systems issues.  Provide education to Hospital staff on patient Service Center role and function.  Manage database and prepare reports.



  • Responsible for written complaints – initiating investigation, follow-up with appropriate clinical/organizational administrators and managers for responses, and coordinating an appropriate and timely response to the writer by either drafting the response letter or vetting/editing letters written by other departments.  Work closely with Risk management and Hospital senior leadership. 
  • Coordinate resolution of verbal concerns that are complicated and/or presented to senior administration.


  • Manage database and prepare requested reports from database to senior leaders, directors, managers and QA/PI/RM.
  • Provide back up for difficult/complicated verbal complaints and walk-in complaints.
  • Provide education to various Hospital staff regarding role of and function of the Patient Service Center
  • Monitors Departmental Process Improvement Plans





Acts as liaison to strengthen the relationship between the Medical Center and patients and their families, effect resolution to problems, and counsel in potential AMA cases and crisis situations. Primary Duties Receives and responds to referrals from patients/families, professionals and administrative staff and the community. Responds to crisis situations, and reactions of patients/families. Explains risks and benefits to patients, ensuring that all necessary precautions and alternatives were discussed. Advises patient/families of “Patient’s Bill of Rights” and of patient’s responsibilities. Assists in cases where patient is threatening to leave the hospital against medical advice. Responds to patient problems, concerns and unmet needs to promote patient satisfaction with services. Investigates complaints through interviews with hospital personnel and reviews pertinent documentation including patient charts. Interviews patients and families in cases of possible hospital liability. Documents (for hospital records) the problem, service provided, and action taken. Services to objectively resolve grievances. Coordinates the review and also the written response to the patient as per CMS/DOH guidelines. Explains resolution of problems or concerns to patient/families and to appropriate hospital personnel. Participates in orientation and in-service educational problems to employees, medical students, and volunteers in relation to the Patient’s Bill of Rights, patient perception of care and staff sensitivity to patient records. Provides Notary Public Services to patients/families (if so credentialed). Performs other duties as required. Education Minimum: Master's; Preferred: Master's; Actual: BS/BA degree in behavior science, social work, or related field. Master's preferred Previous Experience 2 years of patient and/or health care relations or other related experience. Bilingual (English/Spanish) highly preferred. Should have strong communication, writing and interpersonal skills. Needs to be able to work in an interdisciplinary modality and effectively create solutions for complicated patient concerns. Have working knowledge of medical terms and familiarity with hospital protocols, and Patient Rights/Responsibilities





Minimum: BS/BA degree with a minimum 3-5 years related experience in health care setting with direct patient contact.


Special Skills:

Should have strong communication (verbal and written), and interpersonal skills.  Candidate should have training in conflict resolution and crisis management.  Need to be able to work in an interdisciplinary modality.  Have working knowledge of medical terms and familiarity with insurance and risk/liability issues.




Strength Through Diversity


The Mount Sinai Health System believes that diversity is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education and advancement as we revolutionize medicine together.


We work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care. 


Explore more about this opportunity and how you can help us write a new chapter in our story! 


Who We Are


Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.


Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.


The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation. 


EOE Minorities/Women/Disabled/Veterans

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