Strength Through Diversity
Ground breaking science. Advancing medicine. Healing made personal.
The Patient Assistance Liaison investigates, resolves, documents and reports patient and visitor compliments and concerns to leadership and staff. Develops, implements and participates in customer service and patient relations initiatives related to assigned department. Provides monthly accountability and analysis of customer service outcomes to senior management.
Roles & Responsibilities:
- Provides direct support to patients and their families, meets/greets families, offers comfort and reassurances, listens and reports the needs and concerns to appropriate professionals. Assists with daily impromptu questions and problems
- Develops a consultant relationship with other departments to build and sustain a patient/customer-focused culture
- Assists with customer service training for staff
- May participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction
- May provide amenities including arranging overnight accommodations, providing parking and meal passes as appropriate, and providing information about department services to patients and their families; generally works to make any waiting times easier
- Facilitates resolution of complaints/grievances/requests for patients and visitors for assigned suite by acting as liaison for them with staff, physicians and administration
- Reviews, investigates, routes and follows up on patient questionnaires in order to resolve complaints and to assist administration in monitoring trends
- Responds to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff
- Documents patient/visitor concerns, and action taken, to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome. May refer cases to Quality Assurance at manager’s direction
- Identifies systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve. Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes
- May assist in the preparation of annual and quarterly executive reports for senior leadership; present data to leadership teams
- Performs other related duties incidental to work indicated herein
- Education: HS/GED; Associates degree preferred, or an equivalent combination of relevant work experience and education
- Experience: 2 years, preferably in a health related/patient service environment
- Bilingual Spanish Required
- Ability to communicate effectively with multicultural and language-deficit patients
- Effective interpersonal and communications skills required. Excellent telephone etiquette
- Knowledge of medical terminology strongly preferred
- Must be able to adapt to a growing and changing environment
Strength Through Diversity
The Mount Sinai Health System believes that diversity and inclusion 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 healthcare delivery together.
We work hard to recruit and retain the best people, and to create a welcoming, nurturing work environment where you have the opportunity and support to develop professionally. We share the belief that all employees, regardless of job title or expertise, have 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 hospitals, including Mount Sinai Beth Israel, Mount Sinai 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.