Required Qualifications (as evidenced by an attached resume): Bachelor's degree (foreign equivalent or higher). Three (3) of full-time administrative experience to include working in a healthcare setting with direct patient/client contact. Proficient in Microsoft Office.
Preferred Qualifications: Bachelor's degree (foreign equivalent or higher) in the Human Services field or Healthcare Management. Experience in complaint management. Experience working in a dental office/clinic setting.
Brief Description of Duties: The Patient Advocate Coordinator is responsible to investigate, resolve, document, and report patient, family, and visitor compliments, concerns, and grievances. The Patient Advocate Coordinator supports patients, families, and visitors for an optimal experience and conducts a routine analysis of patient experience outcomes, and identifies system/process related opportunities. The successful incumbent will have strong customer service and communication skills as well as the ability to handle difficult situations constructively.
Serve as liaison between patients, families, Dental Care Center, faculty and staff
Document, analyze, and follow up on all complaints to improve the overall quality of patient care
Promote a positive work experience by sharing and capturing feedback and compliments from patients
Serve as a resource by providing information for the patient regarding organizational services.
Foster a collaborative relationship with the healthcare team, the patient and the family.
Utilize a variety of interpersonal, communication, problem-solving, and negotiation skills to identify, validate, and resolve patient's concerns.
Initiate appropriate documentation to address the concerns of the patient and provide critical assistance and consultation to ensure issues are elevated to appropriate channels to expedite resolution when needed.
Maintain database tracking all complaints, grievances, compliments, satisfaction surveys
Participate on committees, workgroups, and/or process improvement teams that improve the patient experience by providing feedback from the patient to the organization
In accordance with State and Federal laws and regulations, respond to complaints and grievances in a timely manner.
Other duties or projects as assigned as appropriate to rank and departmental mission.
Special Notes: This is a full time appointment. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.
Essential Position: This has been designated as an essential position based on the duties of the job and the functions performed. Positions that are designated as such are required to report to work/remain at work even if classes are cancelled, and the campus is working on limited operations in an emergency.
Resume/CV and cover letter should be included with the online application.
Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA .
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Official Job Title: Senior Staff Assistant
Job Field: Administrative & Professional (non-Clinical)
Primary Location: US-NY-Stony Brook
Department/Hiring Area: Dental Care Center-Stony Brook University
FROM ITS BEGINNINGS A HALF-CENTURY AGO, STONY BROOK UNIVERSITY HAS BEEN CHARACTERIZED by innovation, energy and progress, transforming the lives of people who earn degrees, work and make groundbreaking discoveries here. A dramatic trajectory of growth has turned what was once a small teacher preparation college into an internationally recognized research institution that is changing the world.