Job description

Specialty Services Coordinator
As Mount Sinai grows, so does our legacy of caring
Located in the heart of Miami Beach, overlooking the breathtaking intracoastal waterway, Mount Sinai Medical Center is dedicated to providing exceptional health care to our diverse community enhanced through innovation, technology, teaching, and research.
Mount Sinai is South Florida's largest private independent not-for-profit hospital with 672 beds, and a tight-knit community of more than 4,000 employees.
We provide world-class care:

• Named one of America's 250 Best Hospitals for 2020 and 2021 by Healthgrades, positioning Mount Sinai among the top 5% of hospitals in the nation for overall clinical excellence.
• A pioneer in innovative medical research in areas such as cardiology, cancer, memory disorders and pulmonary diseases
• The BEST cardiac surgery survival rate in Florida
• A new seven-story Surgical Tower with 154 all-private rooms and patient centered technology promotes an exceptional patient experience

Position Responsibilities:

• Act as a liaison between department leadership and patients to resolve complaints and grievances.
• Prepares special reports, summaries, powerpoint presentations and data analytics including spreadsheets as needed.
• Manages the intake Patient Relations calls as needed. Monitors and inputs donor calls in into the Careline Call Log
• Participates with Donor Relations to cover the 24 hour Careline on call service including appointment scheduling, expedited clinical services, escorting, etc.
• Schedules time for SVP and Coordinator to meet all donors and review the benefits of being a Donor including the access to the 24/7 Careline.
• Manages investigations and follow-up responses to patient/family grievances (online consumer reviews/surveys). Enters complaints/grievances into internal reporting system in a timely manner
• Maintains detailed records of all cases in compliance to CMS and Joint Commission guidelines
• Liaises with clinical and non-clinical departments to address patient’s needs/concerns and provided satisfactory resolutions.
• Composes and tracks follow up correspondence to patients for SVP, physicians and/or director’s signatures.
• Collects data and tracks trends to identify quality improvement projects.
• Attends committee meetings such as Bioethics and Complaint and Grievance Committee and others as assigned.
• Participates in education programs as it applies to patient and donor relations including grievance resolution and service recovery.
• Assists patients and donors in the compliance of hospital policies and procedures as it relates to patient satisfaction, service recovery and grievance resolution as well as following and enforcing the Employee’s Standards of Performance.
• Assists the International Department and Cruise Line coordinators with expedited services and immigration parole letters for crewmembers receiving emergent treatment.
• Maintains relationships with donors and prospects by scheduling appointments, assisting them with any requests and meeting them in person when necessary.
• Coordinates clinical and non-clinical services and amenities to meet the needs of the Donor, Prospect and VIP patients to expedite the requests and experience.
• Consistently coordinates and reinforces hospital-wide, the Founder/Society Roster when Donors are using a particular departments service.
• Provides as necessary orientation and education to employees and physicians the purpose and goals of the donor relations program.
• Participates in special events to promote relationships with prospective donors during business hours as well as evenings and weekends to cultivate relationships with perspective Donors. Cultivates relationships with donors to increase their potential of upgrading their contributions.
• Contributes to the “Retention and Engagement” initiative efforts established by the Foundation for the donors.
• Participates in weekly Foundation and Donor Relations meetings to review and discuss current donor’s and prospect’s experiences.
• Creates Daily VIP List and emails to specify departments and individuals
• Participates in rounds with SVP on patients who are Donors, VIP’s and Prospects when they are in inpatient, Main Emergency and select outpatient procedure departments to review their experience and establish an ongoing relationship of trust.
• Communicates effectively and builds working relationship with case managers, physicians, nurses, residents, therapists and other community healthcare professionals to expedite the donor experience in a timely manner.
• Utilizes EPIC medical record system to confirm appointments, status reports in coordination with the SVP.
• Performs all other duties as assigned.

Qualifications:

• High School Diploma required. Bachelors degree or higher preferred
• Two years experience in patient/healthcare relations or human services field (e.g. teaching, public relations, counseling) or equivalent combination of education and experience.
• Hospitality Experience Preferred

Benefits:
We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for selected positions and more!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Weekend availability

Work Location: In person

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