Performs routine administrative patient satisfaction functions. Prioritizes assignments and organizes functions to insure effective office or departmental operations. Process and maintains confidential information. May lead and train lower level staff. Performs related work as required.
- Establish and maintain positive relationships with patients, visitors, and other employees. Interacts professionally, courteously, and appropriately with patients, visitors and other employees. Behaves in a manner consistent with maintaining and furthering a positive public perception of BronxCare Health System and its employees.
- Contributes to and participates in the Performance/Quality Improvement activities of the assigned department. Contribution and participation includes data collection, analysis, implementation of and compliance with risk management and claims activities, support of and participation in Continuous Quality Improvement (CQI) teams, consistent adherence to the specific rules and regulations of the BronxCare Health System (a) Safety and Security Policies, (b) Risk Management: Incident and Occurrence Reporting, (c) Infection Control Policies and Procedures and (d) Patient and Customer Service.
- Ensures Patient satisfaction by performing bedside visits, troubleshooting, engaging & diffusing patients.
- Coordinates discharge of patients ensuring follow up appointment, incentive distributions, follow care & support services.
- Determines and secures required resources and support services. Helps maintain resource list of social services and community resources.
- Plans and prepares while being responsive to patient needs follows-up on required details. Monitors progress and ensure that patient needs are met during stay, discharge & refers to community resources.
- Prepares and generates routine reports and responses to routine inquires. Determines information required to complete reports and contacts appropriate sources for information.
- Maintains and updates databases. Conducts periodic audits to insure data integrity, by calling patients after discharge to identify successes & near misses.
- Resolves routine patient complaints.
- Prepares standard reports.
- May train clerical staff on database operating procedures such as data input and report/query techniques. Works closely with Human Services Resources & Health Care Administration interns from local affiliate college.
- Organizes, compiles, categorizes and maintains patient incentives.
- Trains and oversees the work performance of the office or department interns that are majoring in Human Services and or Health Care Administration.
- Prepares work schedules.
- Monitors distribution of incentives.
- Coordinates department support services including duplicating, message delivery and supply units. Identifies gaps to ensure patient satisfaction.
- Assists with identifying appropriate incentives for patients.
- One (1) year administrative experience or equivalent combination of education, training or experience. Completion of a business or technical school program preferred.
- Bachelor’s
- High School or GED
- Ability to communicate verbally and in writing.
- Ability to organize office or technical support operations.
- Ability to exercise tact and discretion in routine hospital business operations.
- Basic ability to utilize information technology systems and database, spreadsheet and word processing software and office equipment.
BronxCare is the largest voluntary, not-for-profit health and teaching hospital system serving the South and Central Bronx, with 859 beds and more than 4,500 employees. Its two main hospital divisions, comprehensive psychiatric and chemical dependency programs, long-term care facility, and extensive outpatient network of 39 practices are providing the wide range of services needed by the community. BronxCare is now among the largest providers of outpatient services in New York City, with close to 750,000 visits annually. Its ER is among the largest in the nation with 127,000 visits annually.
In 2023, BronxCare received full accreditation from the Joint Commission, the leading accrediting authority for hospitals in the nation. Its medical school affiliation with the Icahn School of Medicine at Mount Sinai and clinical collaboration with the Mount Sinai Health System, as well as 16 accredited residency and fellowship programs, are strong indicators of excellence. BronxCare’s outpatient practices are also certified as a Level Three Patient-Centered Medical Home (the highest designation) by the National Committee for Quality Assurance (NCQA).
As an engine for positive change, BronxCare has infused more than $400 million into the Bronx economy, including a new Pediatric Specialty Center and Ophthalmology Practice, among numerous other capital projects. A new 33-bed Medical-Surgical Unit at the Concourse Hospital Division and 20-bed Adult Psychiatric Unit at the Fulton Hospital Division will increase inpatient capacity to 912 beds, further reinforcing BronxCare’s ability to address the significant needs of the Bronx community.
BronxCare is also modernizing its Inpatient Maternity and Labor and Delivery Units, as well as its Women’s Health Center and Neurology Suite, to improve the patient experience. Additionally, BronxCare’s Dr. Martin Luther King, Jr. Health Center Practice at 174th Street will be opening.
