Patient Representative Coordinator-Patient Experience-Full Time-Day-Mount Sinai Queens

Job Description

Patient Representative Coordinator-Patient Experience-Full Time-Day-Mount Sinai Queens

The Patient Representative Coordinator is responsible for the work of Patient Representatives, students and volunteers, and assists in programmatic activities and budgeting. This individual responds to referrals from patients, families and caregivers and to crisis situations.

Qualifications

? Education: Two years of college or equivalent education; Bachelors degree preferred.

? Experience: One two years of applicable experience preferred. Excellent communication and interpersonal skills to effectively collaborate and resolve ????????patients issues. Bilingual skills preferred.

Non-Bargaining Unit, 256 - Patient Experience - MSQ, Mount Sinai Queens

Responsibilities

• Proactively serve as patient and family advocate, responding with empathy and respect to resolve concerns, and recognizing opportunities for improvement to meeting patient concerns.

• Liaise between patients, family members, and care team.

• Speak candidly with patients to provide real time feedback to increase patient satisfaction.

• Work with patients to plan and monitor care for appropriate follow up after discharge from Emergency Department. Educate patients and families about relevant community resources.

• Demonstrate core values consistent with a patient- and family-centered approach to care.

• Work closely with the Emergency Department leadership to identify areas of improvement. Propose action plans and resolutions with the main goal of         enhancing and improving the patient experience.

• Actively address and resolve any issues, concerns or complaints from patients and families, with a focus on service recovery and resolution while the     patient is still in the ED. Provide crisis intervention in coordination with the ED care team by clearly identifying the issues that precipitated the crisis, assessing their needs, and providing resources/resource coordination to deescalate the crisis. Explain resolution of problems or concerns to patients/families and to appropriate hospital personnel, manage patient grievance reviews and responses.

• Facilitate and attend meetings between patient, family/caregiver(s), care team, payers, and community resources as needed.

• Acknowledge patients’ rights on confidentiality issues, maintain patient confidentiality at all times, and follow HIPAA guidelines and regulations.

• Actively participate during the Emergency Department Patient Experience meetings.

• Responsible for working with ED leadership and Marketing to ensure signage related to Patient Experience are routinely updated and in presentable         condition.

• Demonstrate professional, appropriate, effective, and tactful communication skills, including written, verbal, and nonverbal.

• Demonstrate a positive attitude and respectful, professional customer service.

• Proactively continue to self-educate on providing quality care and improving professional skills.

• Perform other duties as directed.

About Us

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next 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 48,000 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 more than 9,000 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, top 5 in Cardiology/Heart Surgery, and top 20 in 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. 11 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.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation Statement

Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $66482.07 - $81675 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.