Director of Patient Relations
Apply NowCompany: NYC Health + Hospitals
Location: New York, NY 10025
Description:
Lincoln Medical and Mental Health Center is one of New York City's premier acute care hospitals. Located in Downtown Bronx, Lincoln is a teaching hospital renowned for its Centers of Excellence, and a recognized industry leader in the implementation of state-of-the art medical technology and best practices. Our team of highly trained and caring medical professionals is dedicated to providing the highest quality health care that is safe, compassionate, culturally competent and patient-centered. Comprehensive services are offered in three major primary care areas: Medicine, Pediatrics, and Women's Health in addition to more than eighty (80) specialty services. At Lincoln, the safety and comfort of our patients is our number one priority.
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.
Visit us at www.nyc.gov/html/hhc/lincoln.
Job Description
PURPOSE OF POSITION:
The Director of Patient Relations is responsible for leading and managing the patient relations team to ensure an exceptional patient experience across all healthcare services. This role involves overseeing patient feedback processes, resolving escalated concerns and fostering a patient-centered culture within the organization. The Director will collaborate with clinical and administrative teams to address patient needs and enhance satisfaction.
DUTIES & RESPONSIBILITIES:
1. Directs the coordination of Corporate Patient Relations activities.
2. Guides Executive Directors and staff in development of their programs. Insures all programs are consistent in their content and proposal and otherwise in accordance with corporate police and objectives.
3. Directs liaison between the hospitals, the respective patient representatives and the Corporation.
4. Develops communications programs to achieve the appropriate interpretation of the patient advocacy program and advises hospitals relating to effective communications and patient relations efforts.
5. Participates in the formulation of policies and disseminates procedure on matters of public information and health education from the patient relations point of view.
6. Interprets Corporation policy to Directors of Patient Relations, hospital committees and other related groups.
7. Participates with hospital Executive Directors in relations with Community Boards and their representative communities.
8. Maintains effective plans and procedures for the organization of the Council of Patient Representatives, their total and meaningful participation in corporate affairs and operations.
9. Directs and coordinates the implementation of patient relations training programs emanating from corporate offices or hospitals.
10. Directs the evaluation of the Patient Relations effort. Analyzes and evaluates the effectiveness of the Patient Advocacy Program's impact in the Corporation's programs to satisfy patient needs.
11. Coordinates the involvement of representatives of the community in the operations of the Corporation and the hospitals under its jurisdictions.
12. Organizes the personnel of the department into areas of responsibility, authority and specialization. Staffs, directs, guides and controls departmental activities.
13. Liaison between the Mayor's Office and Central Office complaints.
Minimum Qualifications
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. Five* or four** years of satisfactory progressively responsible experience in the field of community and patient relations, community organization, public health or social services in a health, social science, educational, medical care or related agency with at least two years in an administrative, managerial or supervisory capacity; or,
3. A satisfactory combination of education, training and experience; and,
4. Administrative and management skills, and good communicative, written and oral skills; and,
5. Knowledge and comprehension of the structure of patient advocacy programs, patient relation organization, program development, implementation and evaluation, group work, education, communication and patient relations, the consultation process, public health and social welfare, the social implications of health and disease development, goals and policies of Corporation hospitals, and professional ethics.
If you wish to apply for this position, please apply online by clicking the "Apply for Job" button or forward your resume, noting the above Job ID #, to:
Lincoln Medical & Mental Health Center
Human Resources Department
234 Eugenio Maria De Hostos Blvd, (East 149th Street),
2nd Floor, Annex
Bronx, NY 10451
Attn: Recruitment Unit
NYC Health and Hospitals offers a competitive benefits package that includes:
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.
Visit us at www.nyc.gov/html/hhc/lincoln.
Job Description
PURPOSE OF POSITION:
The Director of Patient Relations is responsible for leading and managing the patient relations team to ensure an exceptional patient experience across all healthcare services. This role involves overseeing patient feedback processes, resolving escalated concerns and fostering a patient-centered culture within the organization. The Director will collaborate with clinical and administrative teams to address patient needs and enhance satisfaction.
DUTIES & RESPONSIBILITIES:
1. Directs the coordination of Corporate Patient Relations activities.
2. Guides Executive Directors and staff in development of their programs. Insures all programs are consistent in their content and proposal and otherwise in accordance with corporate police and objectives.
3. Directs liaison between the hospitals, the respective patient representatives and the Corporation.
4. Develops communications programs to achieve the appropriate interpretation of the patient advocacy program and advises hospitals relating to effective communications and patient relations efforts.
5. Participates in the formulation of policies and disseminates procedure on matters of public information and health education from the patient relations point of view.
6. Interprets Corporation policy to Directors of Patient Relations, hospital committees and other related groups.
7. Participates with hospital Executive Directors in relations with Community Boards and their representative communities.
8. Maintains effective plans and procedures for the organization of the Council of Patient Representatives, their total and meaningful participation in corporate affairs and operations.
9. Directs and coordinates the implementation of patient relations training programs emanating from corporate offices or hospitals.
10. Directs the evaluation of the Patient Relations effort. Analyzes and evaluates the effectiveness of the Patient Advocacy Program's impact in the Corporation's programs to satisfy patient needs.
11. Coordinates the involvement of representatives of the community in the operations of the Corporation and the hospitals under its jurisdictions.
12. Organizes the personnel of the department into areas of responsibility, authority and specialization. Staffs, directs, guides and controls departmental activities.
13. Liaison between the Mayor's Office and Central Office complaints.
Minimum Qualifications
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. Five* or four** years of satisfactory progressively responsible experience in the field of community and patient relations, community organization, public health or social services in a health, social science, educational, medical care or related agency with at least two years in an administrative, managerial or supervisory capacity; or,
3. A satisfactory combination of education, training and experience; and,
4. Administrative and management skills, and good communicative, written and oral skills; and,
5. Knowledge and comprehension of the structure of patient advocacy programs, patient relation organization, program development, implementation and evaluation, group work, education, communication and patient relations, the consultation process, public health and social welfare, the social implications of health and disease development, goals and policies of Corporation hospitals, and professional ethics.
If you wish to apply for this position, please apply online by clicking the "Apply for Job" button or forward your resume, noting the above Job ID #, to:
Lincoln Medical & Mental Health Center
Human Resources Department
234 Eugenio Maria De Hostos Blvd, (East 149th Street),
2nd Floor, Annex
Bronx, NY 10451
Attn: Recruitment Unit
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