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Description:

Best in Care and Caring: Make It Possible

NewYork-Presbyterian is a premier destination for talented health care administrators. With patients and physicians from around the globe, ours is a fast-paced, high-performance culture located across two Ivy League teaching hospital campuses: NewYork-Presbyterian/Columbia University Medical Center and New York-Presbyterian/Cornell University Medical Center.

Patient Services Coordinator – Day Shift

In this role, you'll serve as first response, identifying significant events and recommending positive solutions while proactively mitigating potential liability and safety issues for the hospital across NewYork-Presbyterian/Westchester. You will be a key liaison and mediator, providing a centralized and consistent patient resource and grievance mechanism to ensure patients' rights are recognized. This is a high-visibility position that demands tremendous interpersonal communications and public relations skills, as you'll also at times be working with several departments across the organization to ensure the best quality of care for patients and their families. Provide preemptive support and join a dedicated team that lives the mission of putting patients first.

Essential Job Duties

• Acts as a liaison between patients, families and staff to promote excellent communication and to resolve conflicts and complaints.
• Acts as a central grievance mechanism for all complaints, property issues, compliments and requests.
• Interviews patients/families to determine the nature of request, problem or complaint.
• Interviews hospital staff regarding complaint issues when appropriate with designated managers and Labor Relations personnel.
• Acts as a central mechanism for medical ethics consultations. Investigates issues in collaboration with the Medical Ethics Chairman.
• Documents all pertinent information and enters all cases into departments’ computer program.
• Prepares and provides needed reports for tracking and trending of patient issues.
• Interprets the Hospital’s policies and procedures. Provides information about hospital services.
• Advocates for patients and their families to ensure quality care is provided safely to all patients and patient rights’ are upheld.
• Acts as a resource for patients and staff regarding Hospital P&P, Patient Rights’, Advanced Directives such as but not limited to DNR, HCP.
• Recognizes and refers cases that rise to the level of a significant event, a potential NYPORT or litigious situations to the Patient Service Specialist within the department. Works with the Specialist as needed and with all other appropriate administrative staff. Engages in collaboration to ensure prompt corrective action is taken in order to promote patient safety and quality care as well as to forestall actual litigation.
• Makes appropriate referrals to existing hospital departments, i.e. Department Chairman, Department management, Quality Performance and Improvement, Public Affairs and Legal Affairs.
• Investigates, researches, documents and follows-up on patient complaints and perceived obstacles to the delivery of efficient care and services.
• Recommends solutions, which are responsive not only to the patients’ needs but which are realistic and cost effective.
• Provides response to patients and when appropriate to families regarding issues raised. Response will either be communicated verbally or in writing when requested.
• Provides in-services to staff, patients and community on Patient Bill of Rights, Health Care Proxy, Patient Confidentiality as well as other related topics.
• Works with the New York State Department of Health Investigators to resolve patient complaints.

Preferred Criteria

• Bilingual English/Spanish
• Previous experience with patient advocacy, patient experience or hospitality
• Excellent communication and conflict resolution skills.

Required Criteria

• Bachelor's Degree from a recognized college or university
• Five years of previous experience

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, diversity, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.
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• 2021 "Employees' Choice Awards: Best Places to Work" - Glassdoor
• 2021 " Best Workplaces in Health Care & Biopharma" - Fortune
• 2020 "America's Best Employers in New York State" - Forbes
• 2020 "Working Mother 100 Best Companies" - Working Mother
• 2020 "Best Companies for Multicultural Women" - Working Mother
• 2020 "Best Workplace for Men in Nursing" - American Association for Men in Nursing
• Discover why at: nyp.org/careers

NewYork-Presbyterian Hospital is an equal opportunity employer.

Salary Range:

It all begins with you. Our amazing compensation packages start with competitive base pay and include recognition for your experience, education, and licensure. Then we add our amazing benefits, countless opportunities for personal and professional growth and a dynamic environment that embraces every person. Join our team and discover where amazing works.