Senior Manager - Service Excellence

US-NY-New York
3 weeks ago
Job ID
Patient, Family, & Visitor Services
Emp Status
Regular Full-Time
Hours per Week


Senior Manager, Family Atrium

Service Excellence

(10:15a.m. – 6:45p.m.)


Hospital for Special Surgery is currently seeking an experienced candidate to oversee the operations of our Family Atrium.  As a leader in patient care and satisfaction, this role is vital to the overall success of our patient experience program, service recovery and process improvement initiatives. The successful candidate will manage the operations of our 4th floor Family Atrium and ensure a welcoming environment for patients and visitors. They will also work in teams to identify, develop and implement current service objectives and improvement efforts in alignment with HSS strategic goals and initiatives.


  • Partner with interdisciplinary teams to enhance the patient and family experience through enhanced service and amenities
  • Evaluate needs, concerns and problems of patients & families
  • 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 & 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
  • Assist patients and families during transition to inpatient or other surgical floors
  • Collaborate with interdisciplinary teams to pilot Service Excellence initiatives
  • Manage the on-boarding process and daily functions of the Patient Liaisons, Volunteers and Interns including mentoring, training and evaluating staff
  • Ensure optimal 4th floor Atrium coverage at all times; create and maintain a schedule for back-up support
  • Communicate with patients, families, hospital staff, physicians, and volunteers
  • Responsibilities may evolve over time



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



  • 5+ years experience in healthcare, hospitality or related field required
  • 3+ years experience hiring, evaluating and supervising multiple staff required
  • Ability to circulate around the waiting area as well as PACU and Holding
  • 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


Hospital for Special Surgery offers a unique work environment, diverse job types and extraordinary career opportunities.


HSS encourages and supports professional growth and development, recognizes individual contributions, and offers unique and highly competitive compensation packages. This is how we attract and retain highly skilled professionals, renowned for their leadership and vision in clinical care, teaching, research & development.


Founded in 1863, Hospital for Special Surgery (HSS) is a world leader in orthopedics, rheumatology and rehabilitation. In the most recent U.S. News & World Report “American’s Best Hospitals” issue, HSS ranks #1 in orthopedics, #4 in rheumatology, and #5 in geriatrics. In addition, the American Nurses Credentialing Center has honored HSS with three consecutive designations of Magnet® recognition.


Values:  …excellence, integrity, compassion, respect, teamwork, quality, safety, innovations, education, efficiency…

Vision:  …lead the world as the most innovative source of medical care, the premier research institution, and the most trusted educator…

Mission:  …provide the highest quality patient care, improve mobility, and enhance the quality of life for all and to advance the science...through research and education…


HSS is a member of the New York-Presbyterian Healthcare System and an affiliate of Weill Cornell Medical College and as such all Hospital for Special Surgery medical staff are on the faculty of Weill Cornell. The hospital's research division is internationally recognized as a leader in the investigation of musculoskeletal and autoimmune diseases. Hospital for Special Surgery is located in New York City and online at

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