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New York City

    complaint intake registered nurse - , NY, United States - New Wave People

    New Wave People
    New Wave People , NY, United States

    4 weeks ago

    Default job background
    Description
    Albany NY

    M-F 8:00-5:00 (typically 8:45-4:45).

    Unpaid Lunch Break

    Overtime Required

    No Work required on a NYS Holiday

    No Travel Required

    Free Parking Provided

    Business Casual and footwear to perform tasks in a safe manner.

    Other Tasks related to the work

    Salary to commensurate with job experience.

    No Relocation provided.

    Duties Description

    The Centralized Complaint Intake Program for Adult Care Facilities is staffed from 8:45 AM to 4:45 PM Monday through Friday, excluding holidays.Complaints received after hours or on holidays that have been determined to be of an emergency nature are immediately referred to the regional office contact person for prompt follow-up.

    Minimum Qualifications: Candidate must be a Registered Professional Nurse, licensed and currently registered to practice nursing in New York State or possess a limited permit to practice nursing in New York State. In addition, the Candidate must have excellent telephone, listening and written communication skills; working knowledge of all Microsoft Office products and experience with complex data entry systems.

    Preferred Qualifications: Must have strong interpersonal, problem solving, decision-making and time management skills and the ability to communicate effectively with all internal and external stakeholders. In addition, the ideal Candidate must have excellent writing and editing skills and be able to effectively interpret laws and regulations governing adult care and assisted living facilities in New York State.

    Responsibilities: This incumbent will be responsible for receiving complaints against NYS Adult Care Facilities and triaging them to the appropriate regional office, other DOH programs or state oversight agency as applicable. Functions include:
    • Addressing the callers/complainants concerns without interruption, while remaining understanding, supportive and focused to ensure the caller has ample opportunity to review their concerns.

    • Screen complaints to determine triage decision and finalize initial report within 1 hour of receipt.

    • Contact complainants to obtain additional information if necessary;

    • Prepare and send correspondence to complainants regarding the disposition of their complaint(s).

    • Respond to general inquiries regarding the complaint process;

    • Participate in process improvement activities including daily case review;

    • Assist with Management Reports;

    • Participate in training and continuing education activities.


    Weekend/Holiday Requirements:

    Staff person is expected, on select Saturday and Sunday/holiday, to perform the following activities:
    • Retrieve voice-mail messages;

    • Triage and record relevant information retrieved during weekend or holiday hours.


    New Wave People is an Equal Opportunity Employer (EEO).
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