Coordinator- Patient Rep/Patient Relations-Rivington-Mount Sinai Health System-Full Time-Days

Position Title:

Coordinator- Patient Rep/Patient Relations-Rivington-Mount Sinai Health System-Full Time-Days

Position Summary:

Coordinates the work of Patient Representatives, students and volunteers, and assists in programmatic activities and budgeting.  Responds to referrals from patients, families and caregivers and to crisis situations.

• Coordinates work of Patient Representatives, students and volunteers in the department.
• Serves as a subject matter expert in Patients’ rights and responsibilities.  
• Assists in the development of departmental budget and acts as a financial steward to bring as much cost savings to the department as possible.
• Develops and analyzes data pertaining to department activities, monitors trends in patients' perceptions of services and drafts reports on these and related subjects.           
• Works to be proactive and data driven as it relates to patient relations and patient experience work.         
• Receives and responds to referrals from patient/families, professional and administrative staff and the community. 
• Responds to crisis situations, utilizing a high level of interpersonal and communication skills.                   
• Responds to patient and family requests and care concerns to help enhance the overall patient experience. 
• Manages formal patient grievances that come to the various downtown MSHS locations and is responsible for the coordination of the written response as well as tracking the complaints and grievances. 
• Partners closely with Risk Management, Quality and key clinical leaders in facilitating a review and response to patient grievances.
• Participates in developing and presenting orientation and in-service educational programs to various departments, medical students and volunteers related to patient relations and patient experience. 
• Partners with ambulatory care leads to facilitate the review and documentation of patient complaints and grievances, ensuring accurate data capture in internal systems and drafting formal grievance responses for leadership review and approval.
• Documents problems identified, services provided, and action taken according to established hospital procedure.
• Ability to navigate multiple databases.
   

• BA/BS degree in behavioral science, social work, or related field is preferred, or combination of equivalent experience and education.
• 2+ years related experience in a healthcare environment, particularly in patient advocacy.

• Bilingual (Spanish/English) candidates preferred.

  General Skills and Competencies                                    
  •    Must have the ability to communicate effectively both verbally and in writing. 
  •    Must possess necessary computer skills to operate the various programs used in the department. 
  •    Must have conflict resolution skills to help manage sensitive situations that arise. 

  Compensation Statement

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $64,526.72 - $67,500.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

Non-Bargaining Unit, B3L - Patient Representative RV 

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