Hospitality Associate

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 maximizethe 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 Status

Regular Full time

Work Shift

Compensation Range

The base pay scale for this position is $57,500.00 - $87,500.00. 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 doing

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1.   Independently assesses and manages complex patient accommodation and hospitality needs, exercising discretion to evaluate available options, determine appropriate service solutions, and resolve competing priorities related to scheduling, lodging, transportation, private room placement, amenity services, and specialized requests.

2.   Serves as a primary advisor and liaison for assigned high-profile patients, board members, and other designated individuals, providing informed recommendations to patients, families, physicians, and internal stakeholders and independently addressing sensitive or complex situations within established authority.

3.   Investigates complex patient concerns, evaluates potential resolutions, and independently determines appropriate next steps in collaboration with relevant hospital departments. Exercises judgment in resolving issues, implementing appropriate solutions, and escalating matters that fall outside delegated authority.

4.   Evaluates patient feedback, service data, recurring needs, and operational challenges to identify trends and opportunities for improvement. Develops recommendations to enhance departmental workflows, service standards, and the overall patient experience.

5.   Independently assesses patient needs throughout the HSS experience and determines appropriate navigation, accommodation, and support strategies across consultations, appointments, surgical days, admissions, and other key touchpoints, adapting plans as patient circumstances and priorities evolve.

6.   Develops and maintains cross-functional relationships with physicians, clinical teams, administrative departments, and other stakeholders to resolve complex service issues, evaluate options, and facilitate coordinated solutions for patients and families.

7.   Evaluates patient service information and maintains accurate documentation to assess service effectiveness, identify recurring operational issues, and provide insights and recommendations that inform departmental planning and process improvement.

8.   Exercises independent judgment in prioritizing patient requests, assessing urgency, determining appropriate responses, and managing competing needs, including time-sensitive situations and complex requests received outside standard business hours.

9.   Contributes to the development, refinement, and implementation of departmental service standards, workflows, and patient experience initiatives by identifying operational needs and recommending improvements in collaboration with Ambassador Services leadership.

10.  Maintains accessibility to assigned patients and departmental leadership as required by the needs of the role, including early mornings, evenings, weekends, and after-hours situations.

11.  Performs other duties as assigned in support of Ambassador Services and the broader HSS patient experience.

12.  Supports operational coverage for The Guest Suites, HSS’s nine-room on-campus hotel, by assisting with guest inquiries, accommodations, service requests, and coordination with relevant departments to support a seamless guest experience and continuity of daily operations. Exercises judgment in addressing guest concerns and resolving service issues, escalating complex matters as appropriate.

Non-Discrimination Policy
Hospital 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.