The posting
Description
Under the supervision of the Assistant Director, the Patient Services Manager shall oversee patient advisory groups and activities through out the program. The Patient Services Manager shall manage all patient grievances in compliance with regulatory and accreditation standards. In addition, the Patient Services Manager will assist in assuring understanding of treatment issues among patients, staff, external services and the public, as needed. Is cognizant of the philosophy, standards, objectives and policies of the Department and the Hospital Center.
Responsibilities
A. Clinical/Technical/Service
- Demonstrates the ability to perform clinical/technical/service/administrative tasks:
- Develop, coordinate and oversee patient advisory groups and activities in all 18 clinics.
- Represent the patients perspective in policy development, especially with respect to regulatory and accreditation requirements.
- Supervise all Patient Advocacy Committee (PAC) meetings and activities.
- Manage all patient grievance matters in compliance with Federal, State, accreditation and licensing agreements.
- Train staff on ethical practices, patient rights and patients’ perspective (customer service).
- Participate in local, state and federal patient advocacy task forces and consortiums to cultivate linkage agreement, and assist the program in developing additional support networks for patients.
- Oversee the distribution, collection and management of results of the patient satisfaction surveys.
- Develop and oversee patient peer support groups.
- Ensure all patient advocacy targets of funding agencies are met.
- Participate on the Quality Assurance Committee.
- Responsible for patient education and training
- Modifies approaches based on patient age-specific needs and responses to treatment
- Provides care for patients based on age-specific needs.
- Uses communication techniques which are age appropriate.
B. Organizational/Managerial
- Participates in the department’s performance improvement activities.
- Maintains patient/employee confidentiality in the management of information.
- Observes the Health Care System’s compliance policies.
- Represents BIMC-MMTP on patient advisory committees of funding agencies.
C. Educational/Professional Development
- Participates in the development of other staff members.
- Meets regulatory, licensure and annual health assessment requirements.
- Identifies learning strengths and needs
- Utilizes learning resources.
- Organizes and executes training events and programs for patients and staff in conjunction with other staff.
- Assists staff and patients in keeping current on substance abuse issues and trends:
- Demonstrates the ability to communicate effectively and clearly both verbally and in writing.
- Develop and implement peer training modules.
D. Communication/Relationships
- Demonstrates a professional, courteous, and respectful attitude in dealing with patients, families and significant others.
- Displays courtesy, tact and patience during interactions with all members of the hospital staff and extended community.
- May be required to perform other duties as assigned or perform other duties when necessary.
Qualifications
EDUCATION REQUIRED
Bachelor’s degree or relevant life experience.
EXPERIENCES AND/OR SKILLS REQUIRED
Verbal and written communication skills appropriate for audiences of varying educational backgrounds. Extensive knowledge of substance abuse and treatment issues. Problem resolution skills.
Employer Description
Strength through Unity and Inclusion
The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.
At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.
About the Mount Sinai Health System:
Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.
Equal Opportunity Employer
The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.
Compensation
The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $65193 - $97790 Annually. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
