We are the Patient Representatives team. Our mission is to help create quality health care experiences for patients and families. We do so by helping to prevent and resolve conflict. This is realized through our emphasis on neutrality, collaboration, and problem-solving combined with our expertise in hospital functions and procedures. We listen with an objective ear and uphold patients rights with a concentration on effective grievance processing. We provide risk mitigation and manage transitions in care.
We are seeking a Patient Representative to join us in personalizing and humanizing the patient experience, someone with a dedication to serving as a liaison between patients, families, and staff.
Collaborate and partner with an incredible team of physicians, nurse leaders, patient billing, legal and quality assurance to deliver patient centered solutions
Act as a grievance mechanism for patients/families promptly investigating and resolving identified problems
Respond calmly and objectively to crises, thoroughly managing institutional risk, and involving appropriate parties in the investigational process with an understanding of cultural differences and differing interests of involved factions
Establish an avenue for difficult discussions to occur while diminishing emotional outbursts and hostility between parties
Serve as an immediate resource to patients and staff regarding situations that do not have clear outcomes and develop creative solutions
Document perceptions of care for regulatory reporting and institutional performance improvement
Provide assistance and education to patients and staff on advance directives, health care proxies
Provide notary services to patients (notary license reimbursement)
Capable of anticipating and balancing the needs of multiple partners
A good decision-maker, with proven success at making timely decisions that keep the organization moving forward
Able to work effectively in an environment notable for complicated, sometimes contradictory information
An effective and courteous communicator, capable of determining how best to reach different audiences and executing communications based on that understanding
The ability to build networks, persuade, manage complexity and communicate effectively
Broad-based knowledge of health care systems, regulatory policies, risk mitigation, and understanding of human behavior a plus
Masters degree in Health Advocacy or related field preferred, equivalency considered with 10-15 years of work-related experience (MSW or RN encouraged)
Travel may be required to our Regional sites in New Jersey, Westchester, and Long Island.
Internal Number: 2021-51575
About Memorial Sloan Kettering Cancer Center
At Memorial Sloan Kettering (MSK), we’re not only changing the way we treat cancer, but also the way the world thinks about it. By working together and pushing forward with innovation and discovery, we’re driving excellence and improving outcomes. For the 28th year, MSK has been named a top hospital for cancer by U.S. News & World Report. We are proud to be on Becker’s Healthcare list as one of the 150 Great Places to Work in Healthcare in 2018, as well as one of Glassdoor’s Employees’ Choice Best Place to Work for 2018. We’re treating cancer, one patient at a time. Join us and make a difference every day.