• Information/Hospitality Liaison

    Location US-NY-New York
    Posted Date 2 weeks ago(12/2/2019 9:40 AM)
    Job ID
    Patient, Family, & Visitor Services
    Emp Status
    Temporary Full-Time
    Hours per Week
  • Overview

    Temporary Position--approximately 10 weeks

    The Information/Hospitality Liaison will coordinate the operations of the Patient Information, Welcome, Meet and Greet and Patient Navigation programs and ensure a welcoming environment for patients and visitors. This goal is achieved through various channels by working with multidisciplinary team to provide exceptional customer service to all patients and visitors coming through the door in order to achieve high level of satisfaction and enhance the

    First Impressions.


    • Partner with interdisciplinary teams to enhance the patients and family experience through enhanced service and amenities
    • Follow up with patients and families as well as maintain documentation on family and visitor complaints and concerns relating to care and services
    • Identify resources needed to manage current and future family and patient volume
    • Manage Service recovery efforts in coordination with service excellence staff, interns, nursing staff and patient advocates
    • Provide assistance and comfort to patients’ families as necessary
    • Collaborate with nursing staff to identify patients who may need immediate assistance on inpatient floors, specifically related to visitation
    • Collaborate with interdisciplinary teams to pilot Service Excellence initiatives
    • Manage the on-boarding process and daily functions of the First Impression Patient Navigation interns and volunteers including training and evaluating their performance
    • Ensure optimal Patient Information coverage at all times in all areas of the main hospital as well as in the River Terrace, ERPB, etc..; create and maintain a schedule for back-up support
    • Conduct rounds as needed to ensure patients and visitors in the main Lobby are receiving services as requested
    • o  Tracking concerns and issues, identifying trends
    • Interviewing new volunteer candidates and expediting the process on onboarding them
    • Ensuring staff and volunteer coverage, training and supervision at all times
    • Ensuring the swift transfer of coverage once the Information Liaisons and other staff are off duty
    • Communicate with patients, families, hospital staff and volunteers
    • Responsibilities may evolve over time


    • Bachelor’s degree required; Master’s degree desirable (e.g. MBA, MPH or MHA)


    • 3-5 years’ experience in healthcare, hospitality or related field required
    • 2+ years’ experience hiring, evaluating and supervising multiple staff required
    • Capable of resolving issues through innovative problem solving and solution development
    • Ability to monitor and synthesize data, identify trends & insights and make recommendations based on rational thinking
    • Self-motivated, detail-oriented and pragmatic; a team player who is analytical and solution-focused
    • Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships
    • Proficiency with MS Office and ability to train on internal hospital systems
    • Ability to contribute to meetings, prioritize issues, resolve conflicts and communicate with all levels of the organization
    • Well organized; able to manage multiple priorities and projects on very tight deadlines
    • Demonstrated cultural competence and ability to interface with a diverse, multi-cultural population; diplomatic and discreet; socially, culturally and politically astute


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