Mount Sinai Careers
Coordinator Patient Rep Program (Patient Relations) - Mount Sinai West (Columbus Circle Area)
Strength Through Diversity
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The Patient Representative Coordinator is accountable for the activities of the Patient Relations Department in an effort to enhance the overall patient experience. The position is responsible for all duties related to issues and concerns raised by patients and families. This positions functions under the direction of the Senior Director of Patient Experience, including all aspects of complaint management and patient advocacy ensuring compliance with CMS and NY State and the Joint Commission guidelines. This position encompasses the reporting of patient concerns and entry into the Patient Relations database. The incumbent in this position makes proactive patient and family visits and provides communication when support is needed between the staff and the patient/family. He /she will be responsible for making patient rounds on the clinical units, and be available to assist clinic staff in resolving patient /family complaints/concerns.
- Manages Patient Relations communications, calls and written correspondence.
- Serves as primary information hub for hospital, emergency department, and outpatient clinics.
- Highly visible on the nursing units and Emergency Department to proactively identify concerns and intercept early to provide the patient with a sense of comfort that he/she is being heard
- Identifies and solves patient concerns; responds promptly and appropriately to patient grievances and requests for assistance advocating for patients and families.
- Follow hospital policy to process patient grievances. Works independently to manage grievance cases from initial contact, through appropriate documentation, investigation, quality review, resolution, and response to the patient or patient s representative.
- Acts as intermediary to provide patients and families advocacy support and accurately healthcare information needed during and after their stay.
- Daily assessment of all calls to patient relations to triage as needed and initiate investigation.
- Arranges and participates in family meetings
- Communicates regularly with patients and families to keep them fully informed of the status of the complaint and resolution.
- Documents all complaint investigations and resolutions, to written complaints and serious grievances in the complaint management database.
- Baccalaureate Degree from an accredited college or university in Business Administration or Social Sciences, Health Care Specialization or related programs; and a minimum of one year responsible experience in an administrative, supervisory or volunteer capacity in hospital administration/organization in the coordination and delivery of patient care services -OR-
- A Master's Degree from an accredited college or university in Public Health, Public or Hospital Administration, Health Care Specialization, Business Administration or related discipline -OR-
- or a satisfactory equivalent combination of training, education and experience.
- Patient Advocacy Certificate or applicable work experience may be considered in lieu of educational requirements
- Bilingual Spanish preferred
Strength Through Diversity