Patient Services Liaison

Hospital for Special Surgery; New York (NY); On-site; USD 50,000 - 66,000; Part time

Job summary

Hospital for Special Surgery seeks a part-time, per diem frontline associate to deliver outstanding customer service to patients, families, and visitors at the main campus in New York City.

You will handle information with discretion, assist with wayfinding and patient questions, and collaborate with clinical and non-clinical teams to ensure smooth operations. Prior hospitality or concierge exposure is beneficial.

Qualifications

• Bachelor’s degree required; Master’s preferred in healthcare.
• 2 years in Healthcare required; 3 years in Healthcare preferred.
• Strong customer service and communication skills required.
• Experience in hospitality or concierge services is a plus.

Responsibilities

• Provide exceptional customer service and positive first impressions.
• Address concerns and escalate when needed to ensure patient satisfaction.
• Maintain confidentiality and HIPAA compliance in all interactions.
• Assist patients, families and visitors with information and guidance.
• Coordinate with hospital teams and Atrium volunteers to support care delivery.

Skills

Customer service

Interpersonal skills

Verbal & written communication

Multitasking

Teamwork

Hospitality/concierge exp

EPIC/Salesforce/Outlook/EZCall usage

Education

Bachelor’s degree

Master’s in healthcare

Tools

EPIC

Salesforce

Outlook

EZCall

Job description

How you move is why we’re here. Now more than ever.Get back to what you need and love to do.The possibilities are endless...Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success.If this describes you then let’s talk!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.Emp StatusPer Diem Part timeWork ShiftCompensation RangeThe base pay scale for this position is $42.00 - $42.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.What you will be doingJob QualificationsEDUCATION - RequiredBachelor ’ sEDUCATION – PreferredMaster’s in healthcareMaster’s degree desirable ( e.g. MBA, MSW, MPH or MHA)EXPERIENCE – Required2 years in HealthcareEXPERIENCE – Preferred3 years in HealthcareSKILLS - RequiredStrong customer service skills; Outstanding interpersonal skills.Excellent verbal and written communication skills.Ability to multitask in a fast-paced environment.Strong knowledge of teamwork.SKILLS – PreferredPrevious exp. in hospitality or concierge servicesPHYSICAL WORKING CONDITIONSStanding or sitting in the same location; walking frequently throughout the unit and main campus ; push patients in a wheelchair .ENVIRONMENTAL WORKING CONDITIONSLocated in a comfortable indoor area. Examples: executive, management, and secretarial positions.HAZARDSOSHA Category 3Tasks that involve no exposure to blood, body fluids, tissues, or other potentially infectious materials and Category 1 tasks are not a condition of employment.POSITION & UNIT ACCOUNTABILITIES – AKA CompetenciesJob Responsibilities & ExpectationsCustomer Service & Professional ConductSkilled at shaping a positive perception of care through warm first impressions, including friendly body language, eye contact, and tone of voice.Responds compassionately and professionally to customer concerns, effectively solving problems or escalating as needed.Promotes a courteous and respectful environment for patients and families .Maintains confidentiality and privacy in compliance with HIPAA regulations.Demonstrates punctuality, reliability, and engagement in work duties.Is open to coaching, mentoring, and performance improvement initiatives.Dresses appropriately for customer service role , maintains excellent hygiene, wears ID Badge high and visible for all to see.Patient & Family SupportActs as an information resource for patients, families, and visitors.Instructs and educates patients and/or family members as needed.Provides assistance, comfort, and emotional support to patients’ families.Tracks surgery progress and delays and proactively updates families on patient status.Facilitates referrals to appropriate hospital personnel based on patient/family needs.Recognizes and respects cultural, social, and religious beliefs in care delivery.Disseminates information about HSS services and community resourcesCommunication & CollaborationStrong collaboration with peers and interdisciplinary teams to ensure quality care ; understands & demonstrates optimal teamworkShares information about new patients or transfers to ensure team readiness and coverage.Coordinates, communicates with, and provides ongoing guidance and support to Atrium volunteers.Answers telephone, routes callers, takes messages, and provides routine information to callers.Administrative & Operational DutiesPrepares and maintains accurate records, reports, and required documentation through EPIC, Salesforce, Outlooks, EZCall , and all departmental systems .Manages time effectively to meet patient, department, and hospital needs.Follows hospital and departmental policies to maintain safe and effective operationsNon-Discrimination PolicyHospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.