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 500,000 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.
Job DescriptionScope of ResponsibilitiesThe Assistant Director, under supervision of the Director, manages the operations of the Office of Patient Relations; implements and coordinates related programs and projects; monitors their efficient functioning and effectiveness; and supervises the Patient Representatives.
Main Duties:- Included but not limited to:
- Assisting in ensuring compliance with regulatory standards and the effective operations of a broad range of departmental activities.
- Supporting the department's mission to uphold patient rights and represent the voice of the patient.
- Following up on overdue responses to complaints and grievances in a timely manner.
- Compiling and analyzing data; developing spreadsheets and summary reports for CSLs, Administration, H+H Board of Directors, Patient Safety/QA, the Grievance committee, etc., at regular intervals, before deadlines, and as needed.
- Assists in the preparation of operating plans, policies, programs and procedures; collaborates with appropriate staff in resolving operating problems.
- Coordinates and plans training programs and activities to establish performance standards; provides education and training to staff, as needed.
- May represent departmental leadership on various internal and external committees and in relevant functions and programs.
- Mastering tools, such as EPIC, VOICE, and Press Ganey, for information gathering and improvement projects.
- Monitoring NYS, professional associations' websites for changes in policy.
- Investigating internal and external complaints and grievances. Ensuring that investigations by departments meet standards in thoroughness and defense of the patient's rights; that findings be submitted within deadline; and that cases be closed per procedure.
- Supervising staff during business hours and at other times, when needed, including giving guidance and recommendations to Patient Representatives on complex issues.
- Intervening and de-escalating situations when a supervisor is requested, required, or the issue is beyond the scope of the patient representative and finding resolution to the issue.
- Assigning and redistributing cases to maintain equitable workloads.
- Communicating expectations regarding quality and quantity of work.
Minimum Qualifications* - Qualification for Central Office # - Qualification for Health Care Facilities 1. A Baccalaureate Degree from an accredited college or university with a major in social science, social work, public health or other related field; and 2. * Four (4) or # three (3) years of satisfactory progressively responsible experience in the field of patient relations, public health, or social services in a health, social science, educational medical care or related agency of which at least two (2) years in an administrative, managerial, or supervisory capacity; or 3. A Master's Degree from an accredited college or university in Public Health, Health Advocacy, Public or Hospital Administration, Health Care Specialization, Business Administration or related disciplines; and * three (3) or # two (2) years of satisfactory progressively responsible experience in the field of patient relations, public health, or social services in a health, social science, educational medical care or related agency, including at least one (1) year in an administrative, managerial or supervisory capacity; and 4. Administrative and management skills, and good communicative, written and oral skills; or 5. A satisfactory equivalent of education, training and experience.If you wish to apply for this position, please apply online by clicking the Apply for Job button.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
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs