3305 - SHS PATIENT EXPERIENCE LIAISON

Patient Experience Liaison Location: Mount Sinai Hospital The PATIENT EXPERIENCE LIAISON has the pleasure of serving our patients, families and caregivers with providing five-star hospitality services. This role serves the entire system along with our outreach and community functions. This role is responsible for the hospitality program which includes but is not limited to patience experience rounding and Sinai experience rounding, service excellence and customer service recovery. This role will be participating in departmental customer service and performance improvement programs. The responsibilities are directed toward achieving and maintaining a high level of internal and external customer satisfaction with the services provided by the department and any of its caregiver. Position entails a high degree of visibility and role modeling.
WHAT YOU WILL DO:
Hospitality & Concierge Services conducting basic-level assessment of customer service needs and makes arrangements to ensure needs are met.
Consults with patient transport and coordinates patient pick up and transportation needs internally and externally.
Work together with security, parking and transportation to manage patient, family, guest and caregiver experience as they enter and leave SHS facilities.
Partners with Experience Office stakeholders (i.e., Volunteer Services to assist with volunteer programs, community outreach, etc.).
Partners with departmental leadership to implement departmental processes and best practices. Services as a point person for caregivers during their shift.
Patient Experience Rounding and experience navigation Conducting routine waiting room rounding patients, family members, guests and caregivers to assess their experience.
Collaborates with Interpreter Services to assist with PATIENT EXPERIENCE rounding and identifies innovate ways for promoting a diverse and cultural experience for patients/guest that speak another language.
Provides service recovery to compliments, root causing complaints, and notifies the proper leadership.
Customer Service and Sinai Experience assisting with customer service data collection and data entry functions.
Assist with service recovery and patient/guest experience.
Performance Improvement by participating in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience.
Recognize and respond to the diversified needs, behavioral attributes, and physical characteristics of a variety of customer groups served.
Partner with Sinai Experience team to identify experience opportunities and for promoting services and/or key improvement/information.
Perform other duties as assigned.
WHAT YOU WILL NEED:
High School Diploma or GED preferred: Minimum of 3 years of responsible work experience in hospitality, patient/customer service, guest services or other closely related experience.
Minimum 0-6 months of experience with 3 years of accredited college coursework Ability to communicate effectively in verbal and written form
Excellent interpersonal/customer service skills Knowledge of customer service protocols, including complaint management and customer satisfaction strategies (e.g. AIDET, HEART)
Skill in use of word processing and other appropriate software products and applications
Ability to prioritize work processes and functions to meet established deadlines
Basic knowledge of interdepartmental relationships and established "chain of command" for problem resolution
Basic knowledge of improvement concepts
Ability to recognize the needs, behavioral attributes, and physical characteristics of a variety of customer groups served
Bilingual (Spanish) preferred.