Patient Services Liaison Job at Hospital for Special Surgery
Overview:
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.
Patient Liaison
The evening Patient Liaison role in the Wilson Family Surgical Center is essential to maintaining effective communication with our clinical and non-clinical partners. This role is also responsible for communicating delays, supporting the clinical team with discharge planning, and providing valuable updates to family members and visitors. The evening Liaison is responsible for all Service Excellence operations within the unit.
The Service Excellence Patient Liaison is responsible for all duties of the Atrium desk operations and is an integral member of the service excellence team with joint responsibility for maintaining a supportive, informative, and comfortable environment for patients, their families, and loved ones. The Liaison will work in close collaboration with other patient liaisons and the interdisciplinary administrative and clinical teams to jointly identify, develop, and implement current service objectives and improvement efforts in line with HSS strategic goals and initiatives.
Patient Liaison will focus on patients and families: facilitating communication between family/friends, patients, physicians, nurses, or other hospital personnel; monitoring patients’ progress from the Atrium to Holding and from the operating room through the recovery room; and provide non-medical information and assistance to waiting families. Patient Liaison will oversee the rounding process in the SE units and act as a focal point for gathering and disseminating information to directly support service improvement efforts and reach service improvement goals. This includes administering and reviewing internal measures of patient experience and satisfaction. Essential duties include:
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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.
Patient Liaison
Casual
The evening Patient Liaison role in the Wilson Family Surgical Center is essential to maintaining effective communication with our clinical and non-clinical partners. This role is also responsible for communicating delays, supporting the clinical team with discharge planning, and providing valuable updates to family members and visitors. The evening Liaison is responsible for all Service Excellence operations within the unit.
The Service Excellence Patient Liaison is responsible for all duties of the Atrium desk operations and is an integral member of the service excellence team with joint responsibility for maintaining a supportive, informative, and comfortable environment for patients, their families, and loved ones. The Liaison will work in close collaboration with other patient liaisons and the interdisciplinary administrative and clinical teams to jointly identify, develop, and implement current service objectives and improvement efforts in line with HSS strategic goals and initiatives.
Patient Liaison will focus on patients and families: facilitating communication between family/friends, patients, physicians, nurses, or other hospital personnel; monitoring patients’ progress from the Atrium to Holding and from the operating room through the recovery room; and provide non-medical information and assistance to waiting families. Patient Liaison will oversee the rounding process in the SE units and act as a focal point for gathering and disseminating information to directly support service improvement efforts and reach service improvement goals. This includes administering and reviewing internal measures of patient experience and satisfaction. Essential duties include:
- Create a welcoming environment for patients and visitors
- Partner with the interdisciplinary team to enhance the patient and family experience through enhanced service and amenities.
- Evaluate needs, concerns and problems of patients/families
- Keep documentation on family's and visitors' complaints and concerns about care and services
- Identify resources needed to manage current and future family/patient volume
- Coordinate service recovery efforts in coordination with service excellence staff, nursing staff and patient advocates and manage visitation.
- Conduct rounds as needed to ensure patients and visitors in the Atrium and on patient floors are comfortable
- Tracking concerns and issues, identifying trends
- Provide assistance and comfort to patients’ families as necessary.
- Collaborate with nursing staff to identify patients who may need immediate assistance.
- Assist patients and families during transition to in-patient or other surgical floors
- Coordinate the on-boarding process and daily functions of the volunteers including mentoring and training
- Ensure coverage at all times, creating and maintaining a schedule for back-up support
- Any other administrative task related to the operations of the Atrium and or Information Services desk
- Responsibilities may evolve over time
COMMUNICATIONS:
- Communicate with patients, families, hospital staff, physicians, and volunteers.
Qualifications:
- 1-3 years’ experience in healthcare, hospitality or related field required
- Capable of resolving issues through innovative problem solving and solution development
- Ability to monitor and synthesize data, identify trends & insights and make recommendations based on rational thinking
- Self-motivated, detail-oriented and pragmatic; a team player who is analytical and solution-focused
- Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships
- Proficiency with MS Office and ability to train on internal hospital systems
- Ability to contribute to meetings, prioritize issues, resolve conflicts and communicate with all levels of the organization
- Well organized; able to manage multiple priorities and projects on very tight deadlines
- Demonstrated cultural competence and ability to interface with a diverse, multi-cultural population; diplomatic and discreet; socially, culturally and politically astute
- Able to mentor and supervise interns and volunteers.
Education:
- Minimum High School diploma or equivalent; Bachelor’s degree highly desirable
Requirment:
- Requires the person to circulate around the waiting area as well as other units
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