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JOB DESCRIPTION

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Roles & Responsibilities:

The Patient Assistance Liaison for the Selikoff Centers for Occupational Health investigates, resolves, documents and reports patient and visitor compliments and concerns to leadership and staff. This individual participates in the development and implementation of customer service and patient relations initiatives related to his/her assigned department. Provides monthly accountability and analysis of customer service outcomes to department management.

RESPONSIBILITIES

• Provides direct support to patients and their families, meets/greets families, offers comfort and reassurances, listens and reports the needs and concerns to appropriate professionals. Assists with daily impromptu questions and problems.

• Develops a consultant relationship with other departments to build and sustain a patient/customer-focused culture.

• Assists with customer service training for staff.

• May participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.

• May provide amenities including arranging overnight accommodations, providing parking and meal passes as appropriate, and providing information about department services to patients and their families; generally, works to make any waiting times easier.

• Facilitates resolution of complaints/grievances/requests for patients and visitors for assigned area by acting as liaison with staff, physicians and administration.

• Reviews, investigates, routes and follows up on patient questionnaires in order to resolve complaints and to assist administration in monitoring trends.

• Responds to suggestions and compliments submitted by patients and provides positive reinforcement to involved staff.

• Documents patient/visitor concerns, and action taken, to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome. May refer cases to Quality Assurance at managers direction.

• Identifies systems related problems, via patient/visitor data, and works collaboratively with physicians, administrators and staff to resolve. Conducts monthly accountability and variance analysis of balanced scorecard customer service outcomes.

• May assist in the preparation of annual and quarterly executive reports for senior leadership; may present data to leadership teams.

• Performs other related duties incidental to work indicated herein.

QUALIFICATIONS

• HS/GED; Associates degree preferred, or an equivalent combination of relevant work experience and education

• 2 years, preferably in a health related/patient service environment

• Preferably Polish speaking candidates

REQUIRED SKILLS

MS Excel

MS Word

Outlook

ABOUT US

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. 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 invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.

• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.

• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.

Explore more about this opportunity and how you can help us write a new chapter in our history!

“About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.”

EOE Minorities/Women/Disabled/Veterans

Requisition ID : 3014150