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Mount Sinai Medical Center · 14 hours ago

Administrative Representative Donor Relations

Miami Beach, FL

Full-time

Onsite

Entry Level

2+ years exp

Mount Sinai Medical Center is committed to providing high-quality healthcare and fostering a culture of care and compassion. The Administrative Representative serves as a key liaison between department leadership, patients, and donors, managing patient complaints, coordinating donor experiences, and ensuring compliance with healthcare standards.

Health CareHealth DiagnosticsMedical

Hiring Manager

Frank Weyenberg

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

Liais 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

Qualification

Patient RelationsData AnalyticsGrievance ResolutionEPIC SystemEvent CoordinationHealthcare ExperienceCommunication Skills

Required

High School Diploma required

Two years experience in patient/healthcare relations or human services field (e.g. teaching, public relations, counseling) or equivalent combination of education and experience