Specialty Services Coordinator

Patient Concierge - Specialty Services Coordinator

As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Position Responsibilities:

• Act as a liaison between department leadership and patients to resolve complaints and grievances.
• Prepares special reports, summaries, powerpoint presentations and data analytics including spreadsheets as needed.
• Manages the intake Patient Relations calls as needed. Monitors and inputs donor calls in into the Careline Call Log
• Participates with Donor Relations to cover the 24 hour Careline on call service including appointment scheduling, expedited clinical services, escorting, etc.
• Schedules time for SVP and Coordinator to meet all donors and review the benefits of being a Donor including the access to the 24/7 Careline.
• Manages investigations and follow-up responses to patient/family grievances (online consumer reviews/surveys). E manner
• Liaises with clinical and non-clinical departments to address patient's needs/concerns and provided satisfactory resolutions.
• Composes and tracks follow up correspondence to patients for SVP, physicians and/or director's signatures.
• Assists the International Department and Cruise Line coordinators with expedited services and immigration parole letters for crewmembers receiving emergent treatment.
• Maintains relationships with donors and prospects by scheduling appointments, assisting them with any requests and meeting them in person when necessary.
• Participates in special events to promote relationships with prospective donors during business hours as well as evenings and weekends to cultivate relationships with perspective Donors.
• Creates Daily VIP List and emails to specify departments and individuals
• Participates in rounds with SVP on patients who are Donors, VIP's and Prospects when they are in inpatient, Main Emergency and select outpatient procedure departments to review their experience and establish an ongoing relationship of trust.
• Communicates effectively and builds working relationship with case managers, physicians, nurses, residents, therapists and other community healthcare professionals to expedite the donor experience in a timely manner.

Qualifications:

• Bachelors degree
• Two years experience in patient/healthcare relations or human services field (e.g. teaching, public relations, counseling) or equivalent combination of education and experience.
• Hospitality experience preferred
• Able to work flexible work schedule including weekends

Benefits: We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program