Patient Experience Associate

NYU Langone Health; New York (NY); On-site; USD 49,000 - 50,000; Full time

Job summary

NYU Langone Hospital—Brooklyn is seeking a Patient Experience Associate to welcome and screen visitors, vendors, patients, and staff with excellent communication skills. The role enforces hospital access policies and maintains confidentiality per HIPAA.

Responsibilities include unit rounding, documenting interactions, escalating issues as needed, and collaborating with the security team and patient relations to ensure a respectful patient experience.

Qualifications

• Bachelor Degree and 2 years of customer service experience related to clear, empathic communication.
• Ability to triage escalations quickly and effectively under pressure.
• Effective communication with all levels of the organization.

Responsibilities

• Welcome and screen all visitors, vendors, patients, and employees entering the hospital.
• Enforce visitor and employee screening policies with professional communication.
• Round in units, greet patients and families, and document interactions in the iRound tool.
• Maintain confidentiality of work information in accordance with HIPAA guidelines.
• Collaborate with Security and Patient Relations teams to support patient needs.

Skills

Customer service

Communication

Empathy

Education

Bachelor's degree

Job description

1168541_RR00126489 Job ID: 1168541_RR00126489

NYU Langone Hospital—Brooklyn is a full-service teaching hospital and Level I trauma center located in Sunset Park, Brooklyn. The hospital is central to a comprehensive network of affiliated ambulatory and outpatient practices, and serves as NYU Langone Health's anchor for healthcare access, growth, and delivery in the entire borough. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

Learn more about NYU Langone Hospital—Brooklyn, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, X, YouTube and Instagram.

Position Summary

We have an exciting opportunity to join our team as a Patient Experience Associate.

In this role, the successful candidate The Patient Experience Associate welcomes and screens all visitors, vendors, patients, and employees entering the hospital using excellent communication skills. The Patient Experience Associate operates independently and is responsible for access control into the hospital by ensuring visitor and employee screening policies are enforced.

Job Responsibilities

• Responsible for access control into the hospital by ensuring all patients, visitors, vendors, and employees are properly screened as per hospital guidelines and policies.
• Round in the units as needed, specifically targeting new admissions, greeting patients and family members, and documenting interaction in the iRound tool.
• Ability to problem solve and proactively find areas of opportunities that could be addressed both while screening visitors and rounding on patients/families.
• Maintains strict confidentiality related work information (in accordance with HIPPA).
• Demonstrates knowledge of NYULH current guidelines and policies related to the visitor, patient, vendor, and employee screening.
• Functions as a respectful member of the health care team.
• Ensure visitor and employee screening policies are enforced by asking appropriate health screening questions.
• Cooperates and interacts with interdisciplinary team members to elevate clinical questions and concerns of patients, visitors, vendors, and employees.
• Assists with escorting patients to their appointment/procedure if necessary.
• Have the ability to efficiently and effectively respond to information requests and the ability to multi-task.
• Collaborate and interact with the interdisciplinary team members & departments to support the needs of visitors, patients, vendors, and employees (i.e. collaborate with Security team for visitor/patient transport to the Emergency Department, etc.)
• Ability to independently interact with visitors, vendors, patients, and employees entering the hospital in a prompt, respectful, and helpful manner through excellent communication skills.
• As a member of the health care team, be visible, and engaging and act as a liaison for patients/families as needed and elevate any issues or concerns to the patient relations department.
• Perform other duties as assigned.

Minimum Qualifications

To qualify you must have a REQUIREMENTS: Bachelor Degree and 2 years of customer service experience especially as it relates to clear, empathic communication, and the ability to quickly & effectively triage escalations. Attention to detail, organization, and ability to navigate potentially stressful situations. Must be self-motivated and able to operate independently.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Hospital—Brooklyn provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Hospital—Brooklyn is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.

View Know Your Rights: Workplace discrimination is illegal.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $49,200.60 - $50,000.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.