Guest Services Liaison, Patient Relations

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Guest Services Liaison, Patient Relations.

In this role, the successful candidate The Guest Services liaison functions as a liaison between patients, families, visitors and NYU Langone Health. 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 experienceby providing them with a range of services to make their visit more comfortable

Job Responsibilities:

• Provides general information and way finding.
• Participate on committees, work groups, and/or process improvement teams that improveguest and patient satisfaction
• Develop a consultant relationship with assigned clinics/departments to build and sustain apatient/customer-focused culture.
• Responds to suggestions and comments submitted by patients and provides positivereinforcement to involved staff.
• Collects data and information from guests concerning services, needs and problems andimplements appropriate corrective actions.
• 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.
• Document encounter in the patient relations database
• Responds to non-routine issues and problems affecting guest services; applies promptservice recovery and resolves problems at first level tier.
• Writes and updates training manuals and orients new staff to tasks, duties andresponsibilities.
• Oversees work of volunteers assigned to the area.
• 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.
• Identifies priority patient satisfaction issues and suggests solutions
• Maintains confidentiality of information in accordance with medical center policies andprocedures.
• Develops and promotes maintenance of good working relationships with hospital staff.
• Communicates important information to following shift to ensure smooth transition.
• Interprets and explains policies and procedures to patients, families and visitors.
• Acts as an intermediary for the Medical Center on behalf of 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.
• Provides emotional support as needed to patients, families and visitors.
• Facilitates the flow of information to family members through communication with theclinical care team.

Minimum Qualifications:
To qualify you must have a 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

Preferred Qualifications:
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.

NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $58,500.00 - $60,000.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here