Patient Representative

About the role

NYC Health + Hospitals/Gouverneur is a 295-bed Skilled Nursing Facility (SNF) located in Manhattan’s Lower East Side neighborhood. It offers enhanced, cutting-edge healthcare services in a state-of-the-art space, providing 24-hour care for individuals needing sub-acute, long-term, or hospice care. Gouverneur is an academic affiliate of NYU School of Medicine and Rusk Institute of Rehabilitation Medicine.

Work Shifts

11:00 A.M – 7:00 P.M

Duties & Responsibilities

• Purpose of Position: Serves as a representative of the health care setting administration, providing a centralized complaint mechanism for patients, families, and visitors.
• Communicates and demonstrates awareness of diverse health-related needs and concerns to patients, family members, caregivers, staff, and the community.
• Obtains information on patient's feelings and concerns through interviews, reviews documentation, staff referrals, and other applicable information.
• Documents complaints, requests, and compliments concerning the health care setting, its staff, and services.
• Analyzes and evaluates data to determine appropriate actions and refers to appropriate staff members, supervisors, and agencies for resolution.
• Consults with clinical and non-clinical staff, external authorities, and agencies to ascertain and facilitate effective and efficient resolution of patient problems, keeping patients fully informed of complaint status.
• Attends staff meetings to discuss and escalate matters concerning patient service, care, and/or satisfaction and recommends improvements, remedial or corrective actions to avoid recurring patient complaints and improve patient experience.
• Prepares reports and participates in special studies, conducts research, as necessary, in connection with functional responsibilities.
• Provides and/or facilitates access to interpretation services, when needed, to effectively convey information.
• Makes appropriate and secure delivery of patient medical information to legal staff, insurance carriers, and physicians.
• Facilitates communication with appropriate health care setting departments, insurance carriers, or other agencies regarding billing issues and concerns and takes corrective action, where possible.
• Performs other related duties, as directed.

Minimum Qualifications

• Master’s degree from an accredited college or university in Public Health, Public Administration, Hospital Administration, Business Administration, or in a health care specialization or related discipline;
• or Bachelor’s degree from an accredited college or university in fields, as described in “1” above or in social sciences; and one (1) year of paid, full-time responsible experience in an administrative, supervisory, or consultative capacity performing functions related to the coordination and delivery of patient care services or similar functions in a hospital or a health care setting;
• or A satisfactory equivalent of education, training, and/or experience.

Benefits

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retail Savings and Pension Plans
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• Loan Forgiveness Programs for eligible employees
• College tuition discounts and professional development opportunities
• College Savings Program
• Union Benefits for eligible titles
• Multiple employee discounts programs
• Commuter Benefits Programs

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.