DUTIES: The Department of Patient Relations at SUNY Downstate Health Sciences University is seeking a full-time Staff Associate. The incumbent is responsible for, but not limited to the following: - Report to the Chief Experience Officer pro-actively on relevant serious issues requiring immediate action - Serves as a liaison between patient's family members and staff to resolve issues. - Investigate and respond to patient/ family member complains promptly. Document patients complains in the Compliant Tracking System. - Run reports analytics of Patient Satisfaction data. - Serve and protect the DMC Community adhering to Policies & Procedures and professional standard. - Adheres to Downstate Medical Center's Principles of Behaviors. - Expedites services Limited English Proficiency population, ensuring interpretive services is provided. - Daily rounding on assigned units visiting the new admissions. - Answer incoming calls regarding patient complains in a professional and courteous manner. - Responsible for adhering to the complaint management process for prompt resolution. - Educate patients about their rights as needed. - Collaborate with key department heads to identify issues and develop actions plans to address improve patient experience. - Project Management, team facilitation. (DUTIES AND RESPONSIBILITIES ARE NOT LIMITED TO THE ABOVE POSITION DESCRIPTION) QUALIFICATIONS: - Bachelor degree with two years of experience. - Actively working towards obtaining a bachelor's degree. (Transcript will be required.) If selected, continued employment could be contingent upon receipt of the degree as it is a requirement for the position. - Bilingual Spanish, Haitian Creole preferred, but not required. - Excellent verbal and written communication skills. - Proficient in Microsoft Office (Outlook, Word, PowerPoint and Excel). - Must be comfortable conducting meetings and events in the absence of the Chief Experience Officer. - Professional attire is a MUST. - All successful candidates must undergo various background checks, maintain credentials required for continued employment and adhere to SUNY-DMC UHB Principles of Behavior. Additional Info: *Please ensure you include the 5-digit Line Number and Job Title in the subject line of your email submission. * Represents Location Pay for full-time appointees. Hours of work:10AM- 6PM: Monday - Friday. Hours per week: 37.5.Closing Date: Open Until Filled STATE UNIVERSITY OF NEW YORK IS AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER
Internal Number: 57140
About SUNY Downstate Medical Center
SUNY Downstate's College of Medicine, Health Related Professions, Nursing and its School of Graduate Studies offer students a broad professional education that will prepare them for practice or careers in any location and community. This education provides exceptional opportunities for those students with a commitment to promoting health in urban communities and addressing the complex challenges of investigating and preventing diseases that confront clinicians, educators, and researchers in such an environment. This special aspect of Downstate's unique mission is reflected in the students it attracts and selects, the vast majority of whom are drawn from the New York City Metropolitan area. Many of these students are members of minority and cultural groups underrepresented in the health professions, and/or come from families of first-generation immigrants or from economically disadvantaged backgrounds.