Patient Information Liaison - Per Diem

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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.

Patient Information Liaison

Per-Diem

Overview:

The Patient Information Liaison will coordinate the operations of the Patient Information Desk 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 impression. 

Responsibilities:                                         

• 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
• Conduct rounds as needed to ensure patients and visitors in the main Lobby are receiving services as requested
• Tracking concerns and issues, identifying trends
• 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

Qualifications:

• 3-5 years’ experience in healthcare, hospitality or related field 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

Education:

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