We have an exciting opportunity to join our team as a Guest Services Liaison.
In this role, the successful candidate functions as a liaison between patients, families, visitors and the Medical Center staff. Helps to keep family members of patients in key areas, as informed as possible.Serves as a resource for family members. Responsible for improving the patient and family experience by providing them with a range of services to make their visit more comfortable.
Provides general information and way finding.
Facilitates the flow of information to family members through communication with theclinical care team.
Provides emotional support as needed to patients, families and visitors.
Welcomes family members by proactively greeting them in a courteous fashion utilizingproper non-verbal communication such as eye contact and appropriate facial expressions.
Acts as an intermediary for the Medical Center on behalf of patients, families and visitors.
Interprets and explains policies and procedures to patients, families and visitors.
Communicates important information to following shift to ensure smooth transition.
Develops and promotes maintenance of good working relationships with hospital staff.
Maintains confidentiality of information in accordance with medical center policies andprocedures.
Identifies priority patient satisfaction issues and suggests solutions
Improves the patient and family experience in the waiting areas by providing them with arange of services to make their visit more comfortable and to make them less anxious.
Oversees work of volunteers assigned to the area.
Writes and updates training manuals and orients new staff to tasks, duties andresponsibilities.
Responds to non-routine issues and problems affecting guest services; applies promptservice recovery and resolves problems at first level tier.
Works collaboratively with Patient Relations staff to respond to guests' needs, requestsand concerns to resolve problems and issues or provide information; researches patientneeds and recommends methods to improve the overall effectiveness of guest relations;investigates inquiries or problems and provides first level resolution for problems; mayserve as an intermediary between patients, families and staff.
Collects data and information from guests concerning services, needs and problems andimplements appropriate corrective actions.
Responds to suggestions and comments submitted by patients and provides positivereinforcement to involved staff.
Develop a consultant relationship with assigned clinics/departments to build and sustain apatient/customer-focused culture.
Participate on committees, work groups, and/or process improvement teams that improveguest and patient satisfaction
Bachelor's Degree or an equivalent combination education and experience.
2 years of customer service experience or related experience required
Word processing, typing, email and general computer skills
Excellent oral and written communication skill
Experience in a healthcare or hospital setting Bilingual in Spanish, Russian or Chinese
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health 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.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online. If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal 'EEO is the law' poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.
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Internal Number: 61503585
About NYU Langone Health
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.