Patient Services Liaison- Inpatient Operations- MSH- Full Time- Days 9A-5P
Strength Through Diversity
Ground breaking science.
Healing made personal.
The Patient Services Liaison 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.
Duties and Responsibilities:
1. 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.
2. Develops a consultant relationship with other departments to build and sustain a patient/customer-focused culture.
3. Assists with customer service training for staff.
4. May participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
5. 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.
6. Facilitates resolution of complaints/grievances/requests for patients and visitors for assigned area by acting as liaison with staff, physicians and administration.
7. Reviews, investigates, routes and follows up on patient questionnaires in order to resolve complaints and to assist administration in monitoring trends.
8. Responds to suggestions and compliments submitted by patients and provides positive reinforcement to involved staff.
9. 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 manager's direction.
10. 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.
11. May assist in the preparation of annual and quarterly executive reports for senior leadership; may present data to leadership teams.
12. Performs other related duties incidental to work indicated herein.
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
Skills and competencies:
Qualifications include but are not limited to the following:
Ability to communicate effectively with multicultural and language-deficit patients.
Effective interpersonal and communications skills required. Excellent telephone etiquette.
Knowledge of medical terminology strongly preferred.
Must be able to adapt to a growing and changing environment.
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
* We work hard to acquire and retain the best people and to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong, and are able to professionally advance. We share the belief that all employees, regardless of job title or expertise, contribute to the patient experience and quality of patient care.
Explore more about this opportunity and how you can help us write a new chapter in our history!
Who We Are
Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospitals, including Mount Sinai Beth Israel, Mount Sinai Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai Morningside ( Formerly St Luke's), and New York Eye and Ear Infirmary of Mount Sinai.
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.
The 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 $26.74 - $28.12 Hourly. 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.
- Balanced Scorecard
- Business Process Improvement
- Customer Satisfaction