Mount Sinai Careers

Coordinator Patient Rep Program (Patient Relations) - Mount Sinai West (Columbus Circle Area)

New York, New York
Professional / Managerial / Administrative

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.


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.

Roles & Responsibilities:

  • 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

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. 

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