7. Educates staff, patients and patient families about the rights of patients in accordance with Federal, State and
8. Coordinates interventions/services with multiple departments including Finance, Quality, and Risk Management.
9. Makes periodic rounds, communicating with patients and staff regarding needs and expectations.
10. Distributes information regarding the Patient Portal and assists with sign up as needed.
11. Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate
staff member for evaluation, resolution and follow through.
12. Maintains collaborative working relationship with others.
13. Coordinates and communicates with staff and patients/families regarding lost items.
14. Coverage of telephone calls using established greeting in a courteous and professional manner and provides
15. Assists in participation in committees, task forces and projects as appropriate.
16. Prepare reports and communicate with department managers/ senior administration on regular basis. Assists with
reports for Performance Improvement.
17. Assists with coordinating interpreter services according to CMS/DOH/ADA regulations and Joint Commission
guidelines, educates staff, ensures and monitors usage
18. Assists in the coordination of Patient Advocate Volunteers.
19. Weekend and shift coverage as needed.
20. As required, participates in the Performance Improvement Program as defined by the organization.
21. Adheres to WPH Performance Standards, behaviors, rules, regulations, and policies of WPH and regulatory
requirements including issues that pertain to Patient Rights.
22. Performs all other related duties as assigned.
Education & Experience Requirements
Bachelor’s degree required in related field with a minimum of one year of experience within an acute care facility required.
One year of Patient Relations experience required. One year of complaint and grievance management required. Master’s
Degree preferred. Three to four years working experience in Patient Relations and professional experience in administrative
or executive assistant role preferred.
Requires excellent communication and people skills, impeccable grammar and writing abilities, attention to detail, ability to
work independently, organize and able to set priorities; knowledge of patient rights and regulatory requirements;
demonstrates awareness of determining patient care of all age groups; conflict resolution techniques; ability to maintain
composure under stress, a systems approach to problem solving; public relations principles; death and dying/grieving
process; medical terminology; hospital operations, policies and procedures; community resources; department and hospital
safety practices and policies; infection control practices and policies; department and hospital emergency response policies
and procedures; proficient computer skills.
Physical/Mental Demands/Requirements & Work Environment
? May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed
to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site
(Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.
Primary Population Served
Check appropriate box(s) below:
?Neonatal (birth – 28 days) ?Patients with exceptional communication needs
?Infant (29 days – less than 1 year) ?Patients with developmental delays
?Pediatric (1 – 12 years) ?Patients at end of life
?Adolescent (13 – 17 years) ?Patients under isolation precautions
?Adult (18 – 64 years) ?Patients with cultural needs
?Geriatric (> 65 years) ?All populations
?Bariatric Patients with weight related comorbidities ? Non-patient care population
The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs
of White Plains Hospital.
Internal Number: 10987
About White Plains Hospital
White Plains Hospital is a voluntary, not-for-profit health care organization with the primary mission of offering high quality, acute health care and preventive medical care to all people who live in, work in, or visit Westchester County and its surrounding areas. These exceptional services will be delivered in a caring and compassionate manner, focusing on meeting the needs of the community.
White Plains Hospital's mission extends beyond inpatient and outpatient care to include assessing and improving the health status of the local community, the professional community and the business sector. The Hospital will strive to enhance its capabilities and to deliver health care services, within the scope of its resources, in a cost-effective manner.
White Plains Hospital believes success is assured by the dedication of the people who make up the supporting constituencies: employees, physicians, licensed health care professionals, volunteers, individual supporters, businesses and civic organizations.
All care and services will be provided without regard to race, color, creed, national origin, age, sexual orientation or ability to pay.