Patient Representative

NYC Health + Hospitals/Bellevue is America’s oldest public hospital, established in 1736. Affiliated with the NYU School of Medicine, the 844-bed hospital is a major referral center for highly complex cases, with its 6,000 employees including highly skilled, interdisciplinary clinical staff. It sees more than 110,000 emergency room visits and 700,000 outpatient visits annually.

Bellevue is an academic medical institution of international renown. We have served as an incubator for major innovations in public health, medical science, and medical education. Bellevue is a Level I Trauma Center delivering around-the-clock care in adult, pediatric, psychiatric and pediatric psychiatric emergencies as well as in the nationally-designated categories of cardiology, neurology, toxicology, and neonatology.

In addition to providing comprehensive inpatient and outpatient state-of-the-art care Bellevue is a city-wide medical specialty referral source. Bellevue’s clinical centers of excellence include: Emergency Medicine and Trauma Care; Cardiovascular Services; Designated Regional Perinatal Center and Neonatal Intensive Care Unit (ICU); Comprehensive Children’s Psychiatric Emergency Program; and Cancer Services.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

8:00 A.M. – 4:00 P.M. Weekend and holiday rotation required. 35 hours per week.

Purpose of Position : Under direction, serves as a representative of the health care setting administration, providing a centralized complaint mechanism for patients, families and visitors to facilitate successful resolution of problems. Provides effective patient-centered representation and advocacy to minimize the risk of health hazards to the patient and health care setting, focusing on potential problem areas and liabilities.

Ensures optimal utilization of resources and compliance with applicable local, state, and federal rules and regulations. Examples of Typical Tasks :

1. Familiarizes patients, family members, caregivers and/or visitors with the purpose and philosophy of the health care setting and the patient representative program, and interprets and clarifies policies and procedures.
2. Effectively communicates and demonstrates the System’s acknowledgement and awareness of diverse health-related needs and concerns to patients, family members, caregivers, staff and the community. Assures appropriate and timely responsiveness of the health care setting in meeting patient needs.
3. Obtains information on patient’s feelings and concerns through conducting interviews with patients, family members and/or caregivers, reviewing documentation, staff referrals and other applicable information.
4. Documents complaints, requests and compliments concerning the health care setting, its staff and services.
5. Analyzes and evaluates data to determine appropriate actions and refers to appropriate staff member, supervisor and/or agency for resolution.
6. Consults with appropriate clinical and non-clinical staff, external authorities and agencies as part of the resolution process to ascertain and facilitate effective and efficient resolution of patient problems, while keeping patients fully informed of complaint status.
7. Attends staff meetings to discuss and escalate matters concerning patient service, care and/or satisfaction and recommends improvements, remedial or corrective actions to avoid recurring patient complaints and improve patient experience.
8. Prepares reports and participates in special studies, conducts research, as necessary, in connection with functional responsibilities.
9. Provides and/or facilitates access to interpretation services, when needed to effectively convey information.
10. May expedite the appropriate and secure delivery of patient medical information to legal staff, insurance carriers and physicians.
11. May facilitate communication with appropriate health care setting departments, insurance carriers or other agencies regarding billing issues and concerns and take corrective action, where possible.
12. Performs other related duties, as directed.
13. Master’s degree from an accredited college or university in Public Health, Public Administration, Hospital Administration, Business Administration or in a health care specialization or related discipline; or
14. Bachelor’s degree from an accredited college or university in fields, as described in “1” above or in social sciences; and one (1) year of paid, full-time responsible experience in an administrative, supervisory or consultative capacity performing functions related to the coordination and delivery of patient care services or similar functions in a hospital or a health care setting; or
15. A satisfactory equivalent of education, training and/or experience.

NYC Health and Hospitals offers a competitive benefits package that includes: Comprehensive Health Benefits for employees hired to work 20+ hrs. per week Retirement Savings and Pension Plans Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts Loan Forgiveness Programs for eligible employees College tuition discounts and professional development opportunities College Savings Program Union Benefits for eligible titles Multiple employee discounts programs Commuter Benefits Programs

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.