Ambassador Services Liaison - West Palm

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HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Ambassador Services Liaison – Palm Beach

Full-Time

Position located in Palm Beach, FL

We seek an experienced hospitality professional to join our dynamic Ambassador Services Program, which is dedicated to providing outstanding service to patients that require a higher level of accommodative care. The patient experience is a critical component to building positive, long-term relationships with “grateful patients” who are a strategic asset to the institution. Grateful patients play a key role in contributing to positive word-of-mouth, communication, and patient referrals, as well as philanthropic prospects. Together with input from internal and external partners, the team will strive to continuously improve the patient experience for all patients, through innovative thinking and best-practices implementation.

In this highly visible role, located on our South Florida campus, you will network to expand the HSS brand and develop superior client relationships with HSS physicians, local Florida physician offices, and cultivating/expanding local professional relationships. Reporting to the VP, Palm Beach, you will be responsible for managing a comprehensive patient experience from initial point of contact through the entire treatment regimen: consultation, surgical intervention, physical therapy, and follow-up.   

Additional responsibilities will include:

• Establishing excellent working relationships with NYC and local Florida physicians, executive and medical leadership, Trustees, External Affairs colleagues, as well as other HSS departments and their staff
• Developing an extensive understanding of the institution, the HSS strategy and mission, the South Florida medical community, Ambassador Services’ strategic plan and priorities
• Serving the needs of Ambassador Services’ and International Services’ patients and families, identifying ways to enhance the experience of patients, especially those who are traveling to NYC for a consultation and/or surgical intervention
• Facilitating, anticipating and coordinating patient referrals, travel and accommodations and the integration of all patient services to ensure the highest-quality patient experience
• Assisting with development and standardization of best practices, with clear protocols, policies, and procedures for consistent treatment of Ambassador Services’ patients
• Job will include frequent travel to local markets

• Solid experience (3-plus years) as a professional in a service-oriented industry Healthcare/hospital, hospitality, and/or consumer relations experience is highly desirable
• A Bachelor’s degree is required. Advanced degree(s) is desirable, but not required
• Comfortable with senior-level executives and high-profile individuals
• Good analytical and process skills. Capable of tracking and monitoring metrics, identifying trends, and making recommendations for improvement based on rational thinking.
• Excellent written and oral communication skills
• Well organized, excellent time management skills with demonstrated project management skills and the ability to manage multiple priorities and projects with tight and fluid timelines
• Technology savvy: excellent understanding of databases and e-tools and how to use them efficiently, effectively and timely
• Exceptional interpersonal skills; success at cultivating strong relationships with internal and external stakeholders and building alliances at all levels
• Smart, insightful, problem solver and resourceful – a self-starter
• Diplomatic and discreet; poised, with a warm and engaging personality. Socially, culturally, and politically astute
• HIPAA compliant, always demonstrates patient privacy and confidentiality
• Likes people and has an innate interest in helping them, very service oriented.
• Highly confident, results-driven person, easily communicates with physicians, influential members of society, and “highly visible” patients
• Unquestionable personal integrity. Exudes credibility and professionalism. Very likeable and makes a positive first impression. Team player and understands his/her role in relation to others
• A highly committed, mature individual, with the necessary drive, flexibility, and energy to respond to the demands of the institution and work collaboratively to achieve results
• Clinical or orthopedic familiarity desirable, but not required
• Must have an understanding or local knowledge of the South Florida area