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The Mount Sinai Health System Patient Experience Coordinator-Emergency Department-MSH-Full Time-Evening in New York, New York

Strength Through Diversity

Ground-breaking science. Advancing medicine. Healing made personal.

Roles & Responsibilities:


Job Summary:

The Patient Experience Coordinator will proactively work to create a collaborative environment in the Emergency Department through open communication and mutual understanding with patients and families. The primary goals of the position will be to improve communication efficiencies and increase patient and family satisfaction. This position will have a dual reporting structure and will report both to the site level Emergency Department Administrative Director and the system level Patient Experience Director.

Essential Duties and Responsibilities

  1. Proactively serve as patient and family advocate, responding with empathy and respect to resolve concerns, and recognizing opportunities for improvement to meet patient concerns.

  2. Liaise between patient, family member, and care team.

  3. Speak candidly with patients to provide real-time feedback to increase patient satisfaction.

  4. Work with patients to plan and monitor care for appropriate follow-up after discharge from Emergency Department. Educate patients and families about relevant community resources.

  5. Demonstrate core values consistent with a patient- and family-centered approach to care.

  6. Work closely with the Emergency Department leadership to identify areas of improvement. Propose action plans and resolutions with the main goal of enhancing and improving the patient experience.

  7. Actively address and resolve any issues, concerns or complaints from patients and families, with a focus on service recovery and resolution while the patient is still in the ED. Provide crisis intervention in coordination with the ED care team by clearly identifying the issues that precipitated the crisis, assessing their needs, and providing resources/resource coordination to deescalate the crisis. Explain resolution of problems or concerns to patients/families and to appropriate hospital personnel.

  8. Facilitate and attend meetings between patient, family/caregiver(s), care team, payers, and community resources as needed.

  9. Acknowledge patients’ rights on confidentiality issues, maintain patient confidentiality at all times, and follow HIPAA guidelines and regulations.

  10. Actively participate during the Emergency Department Patient Experience meetings.

  11. Responsible for working with ED leadership and Marketing to ensure signage related to Patient Experience is routinely updated and in presentable condition.

  12. Demonstrate professional, appropriate, effective, and tactful communication skills, including written, verbal, and nonverbal.

  13. Demonstrate a positive attitude and respectful, professional customer service.

  14. Proactively continue to self-educate on providing quality care and improving professional skills.

  15. Perform other duties as directed.

Education Requirements

Two years of college or equivalent education.

Experience Requirements

Ability to multi-task . Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.

Communication skills. Reads writes and speaks fluent English, using appropriate grammar, style, and vocabulary. Correctly spells commonly used English words and job-specific terms. Demonstrates exceptionally strong written and verbal communication skills.

Organizational ability. Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.

Problem-solving skills. Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.

Client service skills. Consistently ensures the team provides the client with attentive, courteous, and informative service. Gains and shows personal satisfaction from delivering great service.

Intellectual ability. Accurately and consistently follows instructions delivered in an oral, written, or diagram format.

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

  • Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.

  • Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.

  • Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

We work hard to acquire and retain the best people and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care.

Explore more about this opportunity and how you can help us write a new chapter in our history!

Who We Are

Over 42,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.

Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai Morningside (formerly Mount Sinai St. Luke’s), and New York Eye and Ear Infirmary of Mount Sinai.

The Mount Sinai Health System (MSHS) provides equal employment opportunities to all its employees and applicants for employment without unlawful discrimination on the basis of their actual or perceived race, creed, color, religion, national origin, sex, gender, gender expression, gender identity, age, disability, marital or parental status, sexual orientation, veteran, immigration, citizenship, or other protected status.

EOE includes Veterans and the Disabled