Northwell Health

Nonprofit health system in New York and Connecticut

Hospitality Liaison - Flexstaff

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeNew York, NY, USA$22 - $35In-person

About the Job

Requirements

A high school diploma or equivalent is required.
One to three years of relevant experience is required.

Responsibilities

Proactively identify operations needing improvement and collaborate with multiple support service departments to ensure optimal lobby operations and guest service activities, including patient navigation, environmental services, maintenance, parking garage, and security.
Monitor all lobby amenities, functions, and appearance.
Provide sensitive, culturally diverse assistance and guidance to patients, families, and visitors in stressful situations; escalate issues to appropriate departments or management as required.
Respond quickly to patient and customer requests, obtaining answers to questions regarding non-clinical information.
Monitor and assist discharged patients leaving the facility, ensuring appropriate discharge procedures are followed.
Ensure availability of wheelchair services to incoming and outgoing patients and visitors.
Review the daily surgery schedule, check room progress with the operating room team, and use that information to plan rounds and set expectations for patients and families.
Round on patients to keep them updated, confirm the right escort is assigned, support the waiting room, and keep escorts informed throughout the visit. Provide a compassionate presence, listen empathetically to concerns, fears, and frustrations, and offer reassurance.
Track family members present in the waiting room and assist surgeons in finding them.
Manage timing needs by calling patients in early when the schedule is ahead or advising them to arrive later when delays occur, at the discretion of the clinical team.
Focus closely on pediatric cases and escort patients and families through the facility.
Provide comfort items, including pillows, blankets, and chargers.
Assist with patient belongings management.
Direct loved ones to join patients at the bedside in a timely manner.
Act as a point of contact for detailed explanations and guidance.
Monitor the waiting room, support patient flow, and work closely with clinical team members to anticipate needs.
Keep patients informed when delays develop, especially delays of 30 minutes or more.
Flag challenging situations early, such as patients who are frustrated with wait times or considering canceling surgery, and bring in a nurse leader before the situation escalates.
Address initial patient concerns and questions so clinical teams can focus on care, while keeping them informed when high-level intervention is required.
Provide service recovery using the LAST model.
Ensure waiting areas are tidy, comfortable, and well-maintained; contact Environmental Services or Engineering as appropriate.
Escalate complaints to the senior liaison and specialists.
Perform related duties as required.

Coordinates and facilitates lobby operations and guest service activities supporting patient and family centered care. Monitors the overall service delivery operations of the lobby and entrance areas. Conveys key strategic messages to patients and family members as well as service line managers and staff, consistent with a culture of patient centeredness and hospitality.

Schedules available: M-F 7a-3p, 9a-5p, & 10a-6p

Responsibilities:

Proactively identifies operations needing improvement and collaborates with multiple support service departments to ensure optimal lobby operations and guest service activities (i.e. patient navigation, environmental services, maintenance, parking garage, security, etc)
Monitors of all lobby amenities, functions and appearance
Provides sensitive, culturally diverse assistance/guidance to patients, families and visitors in stressful situations; escalates issues to appropriate departments and/or management, as required
Responds quickly to patient/customer requests, obtaining answers to questions regarding non-clinical information
Monitors and assists discharged patients leaving the facility, ensuring appropriate discharge procedures are followed
Ensures availability of wheelchair services to incoming and outgoing patients and visitors
Reviews the daily surgery schedule, checks room progress with the OR team, and uses that information to plan rounds and set expectations for patients and families.
Rounds on patients to keep them updated, confirms the right escort is assigned, supports the waiting room, and keeps escorts informed throughout the visit. Provides a compassionate presence, listens empathetically to concerns, fears, and frustrations, and offers reassurance.
Tracks what family members are present in the waiting room & assists surgeons in finding them.
Manages timing needs by calling patients in early when the schedule is ahead or advising them to arrive later when delays occur at the discretion of clinical team.
Focuses closely on pediatric cases, escorts patients and families through the facility.
Provides comfort items (pillows, blankets, chargers).
Assists with patient belongings management.
Directs loved ones to join patient at the bedside in a timely manner.
Act as point of contact for detailed explanations and guidance.
Monitors the waiting room, supports patient flow and works closely with clinical team members to anticipate needs.
Keeps patients informed when delays develop, especially 30 min + delays.
Flags challenging situations early, such as patients who are frustrated with wait times or considering canceling their surgery, and brings in a nurse leader before the situation escalates.
Addresses initial patient concerns and questions so clinical teams can focus on care while still being looped in when high-level intervention is required.
Provides service recovery using the LAST model.
Ensures waiting areas are tidy, comfortable, and well-maintained. Contacts EVS or Engineering as appropriate.
Escalates complaints to sr liaison and specialists.
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Qualifications:

High School Diploma or equivalent required
1-3 years of relevant experience, required

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Minimum Salary/Range*: 22.0000

Maximum Salary/Range*: 35.0000

About the Company

Northwell Health

Nonprofit health system in New York and Connecticut

Northwell Health is a nonprofit health system serving patients across New York City, Long Island, the Hudson Valley and Connecticut through hospitals and outpatient practices. Its network combines hospitals for complex care, community hospitals and specialty centers such as Cohen Children's Medical Center and Zucker Hillside Hospital. The system coordinates hospital, ambulatory and post-acute care, with philanthropy supporting its community mission. Its research institutes and partnerships with Hofstra University connect patient care with medical discovery and training for doctors, nurses and physician assistants. Founded in 1997, Northwell is headquartered in Lake Success, New York.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Lake Success, NY
Founded: 1997

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