Experience Liaison - Hospitality Services

The Experience Liaison is responsible for creating a safe and welcoming environment for patients, visitors, and family members at the designated entry point(s) of the hospital while upholding the Service Excellence Standards of Behavior. The Experience Liaison is the first impression ambassador who assists patients and visitors with tasks such as: verification of visitor at check-in, conducting CDC and OSHA recommended health screenings, support and operation of kiosks, check-out functions, wayfinding and directions, and other general inquiries. The Experience Liaison must be flexible, have excellent customer service skills, excel at de-escalation, and maintain a high level of attention to detail. To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodations. Reasonable accommodations may be approved by the Human Resources department to enable qualified individuals with disabilities to perform the essential functions.

Essential Duties/ Functions:

•Greet and welcome patients, family members, visitors, vendors, other guests, and employees in a professional manner

•Responsible for ensuring the highest level of customer service in a courteous and professional manner.

•Adhere to confidentiality and patients’ rights policy as outlined in the healthcare facility’s HIPAA policies and procedures

•Must be able to work independently and with a team and sustain a professional demeanor at all times.

•Communicate clearly and effectively with patients, family members, visitors, vendors, other guests, and employees utilize all available tools (in person, via telephone, via language line, etc.)

•Assist with visitor verification, check-in, and check-out processes via electronic systems. 

•Monitor and assist users with the visitation tracking system (desktop and kiosks)

•Assist in resolving real-time patient concerns surrounding the current hospital visitation policy

•Provide wayfinding assistance to all patients, family members, visitors, vendors, other guests, and employees utilizing the available maps and other tools

•Locate and keep stock of wheelchairs. Help push patients and visitors as needed (when available) to desired locations.

•Use quick thinking and good judgement to effectively handle unique situations and scenarios.

•Use strong interpersonal skills during frequently communications to exchange accurate information.

•Ability to maintain an organized, safe, clean environment 

•Follow all required policies to avoid the transmission of illness by correctly wearing proper Personal Protective Equipment (PPE), including masks, gloves, and eyewear as required

•Follow system dress code standards; uniform required for this position

•Alert Security immediately to any signs of patient distress or equipment malfunction

•Perform other duties as assigned by the role’s supervisory team

This list is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Qualifications / Experience:

•High School Diploma or GED

•Minimum 1 year in a hospital or outpatient healthcare setting experience. Front desk and registration experience are a plus. 

•Minimum 1 year of customer service related experience.

•Must be at least 18 years of age