Senior Coordinator -Patient Services - Weill Cornell Medical Center - Full Time Days

About the role

In this role, you will provide a centralized and consistent patient resource as part of a dedicated team that lives the mission of putting patients first. You will be a key liaison and mediator to patients, families and staff to ensure patients' rights are recognized, issues are resolved, quality care and a positive patient experience are provided as well as potential liabilities are reduced. This is a high-visibility position that demands tremendous interpersonal communications and public relations skills, as you will be working with multiple departments across the organization as you represent the President and CEO to ensure the best quality of care for patients and their families. The Senior Coordinator will assume additional duties as needed to support the department.

Essential Criteria

• Acts as a liaison between patients, families and staff to promote excellent communication and to resolve conflicts and complaints.
• Recognizes and refers cases that rise to the level of a significant event, a potential NYPORT or litigious situations to the Patient Service Administrator 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 is rendered 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.
• Takes a leadership role in investigating, researching, documenting and following up on patient complaints and perceived obstacles to the delivery of efficient care and services.
• Provides in-services to staff, patients and community on Patient Bill of Rights, Health Care Proxy, Patient Confidentiality as well as other related topics.
• Available to notarize documents for patients.
• Coordinates and manages SSRAs with other departments, including Admitting, Security, Nursing, Unit Administration, Food and Nutrition, Development, Public Affairs, etc. to ensure privacy, confidentiality, and efficiency.
• Leads in efforts to locate missing articles/valuables in collaboration with the staff. Ensures appropriate follow-up to settle claims and communicates with patient/family/others regarding the status of such claims.
• Acts as a preceptor to new Coordinator staff and serves as a resource to Coordinators with complex cases.
• Takes a leadership role in the development and implementation of new policies and procedures. In collaboration with the Manager and/or Director identifies department-based projects and serves as leader in the implementation of the projects.

Preferred Criteria

• Bilingual
• Licensure as an NYS Notary Public
• Master's Degree

Required Criteria

• Bachelor's Degree from a recognized college or university
• Five Years of related experience
• Excellent communication and interpersonal skills to effectively collaborate and resolve patients' issues

Pay & Benefits

Salary Range: $83,500-$139,500/Annual