CUSTOMER SERVICE SPECIALIST

City/State: Bronx, New York Grant Funded: No Department: PT Experience And CUST Serv Einstein Work Shift: Day Work Days:

MON-FRI

Scheduled Hours:

10:30 AM-6 PM

Scheduled Daily Hours:

7.5 HOURS

Pay Range: $53,040.00-$66,300.00 Investigate, manage, and resolve oral and written complaints, grievances and requests from patients, their families, and visitors. Identify and document their concerns and direct investigations to the appropriate departments to resolve issues in a timely manner per regulatory requirements. Facilitate communication between patients, their families and visitors and Montefiore’s physicians, nurses, administration, or other associates. Serve as an advocate for patients and their families.

RESPONSIBILITIES:

Leads investigations of patient complaints and grievances for the hospital, which include and are not limited to interviewing patients about complaints, directing management to conduct staff interviews, gathering all relevant information, and responding to patient and/or family complaints and grievances in compliance with Policy JC13.1- Patient Grievance Mechanism. Documents, tracks, and ensures successful completion of all complaints and grievances in compliance with regulatory requirements and organizational standards. Achieves high level of productivity, while ensuring accuracy and compliance with deadlines. Identifies and acts on opportunities for service recovery. Collaborates with hospital staff to resolve patient and family issues. Researches and resolves patient issues as appropriate, following departmental timelines and standards. Answers inquiries and solves complaints with the involvement of appropriate hospital staff. Participates in process improvement at personal, departmental, and organizational levels. Represents department and acts as the voice of the patient on hospital work groups and committees. Participates in other interdepartmental activities, as required. Works with hospital staff or departments to limit and resolve delays in service and communicates delays to patients and their families. Round on patients across the hospital (Emergency Department, inpatient nursing units, and outpatient testing and procedure areas) to ensure patient satisfaction and solicit feedback to improve the quality of care and service provided. Acts as a liaison between patient, their family, caregivers, and visitors and Montefiore. Explains and assists them with navigating the organization's policies and procedures. Other duties as assigned.

REQUIREMENTS:

High School Diploma or equivalent At least 2 years work experience Excellent verbal and written communication skills Self-driven, ability to identify and troubleshoot critical issues Knowledge of NYS Patient Rights and related regulatory requirements MS Office Suite proficient Ability to learn other software as needed Knowledge of principles of excellent customer service as applied in an acute care institution

PREFERRED QUALITIES:

Spanish Bilingual preferred Montefiore Medical Center is an equal employment opportunity employer. Montefiore Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.