Patient Representative Coordinator-Patient Experience-Full Time-Day-Mount Sinai Queens

The Patient Representative Coordinator is responsible for the work of Patient Representatives, students and volunteers, and assists in programmatic activities and budgeting. This individual responds to referrals from patients, families and caregivers and to crisis situations.

•  Proactively serve as patient and family advocate, responding with empathy and respect to resolve concerns, and recognizing opportunities for improvement to meeting patient concerns.

• Liaise between patients, family members, and care team.

• Speak candidly with patients to provide real time feedback to increase patient satisfaction.

•  Work with patients to plan and monitor care for appropriate follow up after discharge from Emergency Department. Educate patients and families about relevant community resources.

• Demonstrate core values consistent with a patient- and family-centered approach to care.

• Work closely with the Emergency Department leadership to identify areas of improvement. Propose action plans and resolutions with the main goal of         enhancing and improving the patient experience.

•        Actively address and resolve any issues, concerns or complaints from patients and families, with a focus on service recovery and resolution while the     patient is still in the ED. Provide crisis intervention in coordination with the ED care team by clearly identifying the issues that precipitated the crisis, assessing their needs, and providing resources/resource coordination to deescalate the crisis. Explain resolution of problems or concerns to patients/families and to appropriate hospital personnel, manage patient grievance reviews and responses.

•  Facilitate and attend meetings between patient, family/caregiver(s), care team, payers, and community resources as needed.

•   Acknowledge patients’ rights on confidentiality issues, maintain patient confidentiality at all times, and follow HIPAA guidelines and regulations.

•     Actively participate during the Emergency Department Patient Experience meetings.

•  Responsible for working with ED leadership and Marketing to ensure signage related to Patient Experience are routinely updated and in presentable         condition.

•    Demonstrate professional, appropriate, effective, and tactful communication skills, including written, verbal, and nonverbal.

•    Demonstrate a positive attitude and respectful, professional customer service.

•   Proactively continue to self-educate on providing quality care and improving professional skills.

•   Perform other duties as directed.

•  Education: Two years of college or equivalent education; Bachelors degree preferred.

•  Experience: One two years of applicable experience preferred.  Excellent communication and interpersonal skills to effectively       collaborate and resolve         patients issues. Bilingual skills preferred.