Associate Patient & Customer Experience Liaison

Northwell•New York, NY

2d•$34,820 - $51,950

About The Position

Serves as a liaison between care providers, patients, and families. Maintains ongoing communication with patients and their families, responds to some patient comfort needs, helps patients and families obtain answers to their questions, and informs them of resources available for non-medical needs. The role also provides general information and directions, communicates relevant hospital policies, and escalates concerns requiring immediate attention. Related duties may be performed as required.

Requirements

High school diploma or equivalent.
0–1 years of relevant experience.

Responsibilities

Maintain ongoing communication with patients and their families.
Make periodic rounds of waiting rooms, examination areas, lobbies, treatment floors, emergency rooms, and other areas to check in with patients and families and assess satisfaction and comfort.
Help patients and families obtain answers to questions, including non-clinical information about the status and causes of delays.
Provide directions to hospital areas such as the cafeteria, public restrooms, and chapel.
Provide general public information about hospital services and programs.
Interpret and communicate the Patient Bill of Rights and other policies and procedures to patients, families, staff, and volunteers.
Communicate concerns requiring immediate attention to appropriate staff, such as Nursing, Security, Access Services, or Maintenance.
Respond to certain patient comfort needs as approved by nursing.
Escort families to a patient’s examination room when appropriate.
Perform related duties as required.