Hospitality Liaison - FlexStaff

Northwell Health•Manhattan, NY

About The Position

Coordinates and facilitates lobby operations and guest service activities in support of patient- and family-centered care. Monitors service delivery in lobby and entrance areas and conveys key strategic messages to patients, family members, service line managers, and staff, consistent with a culture of patient centeredness and hospitality. Schedules listed are Monday through Friday, 7 a.m.–3 p.m., 9 a.m.–5 p.m., or 10 a.m.–6 p.m. The role supports patients and families throughout their facility visit, including monitoring waiting areas, coordinating escorts, communicating schedule changes, and offering compassionate assistance. It works closely with clinical and support service teams to anticipate needs, address concerns, maintain a comfortable environment, and escalate issues when appropriate. Related duties may also be required.

Requirements

High school diploma or equivalent.
1–3 years of relevant experience.

Responsibilities

Identify operational improvements and collaborate with support service departments to ensure effective lobby operations and guest services, including patient navigation, environmental services, maintenance, parking, and security.
Monitor lobby amenities, functions, and appearance.
Provide sensitive, culturally diverse assistance and guidance to patients, families, and visitors in stressful situations, escalating issues to appropriate departments or management as required.
Respond promptly to patient and customer requests and obtain answers to questions about non-clinical information.
Monitor and assist discharged patients leaving the facility, ensuring appropriate discharge procedures are followed.
Ensure wheelchair services are available to incoming and outgoing patients and visitors.
Review daily surgery schedules, check room progress with the operating room team, and use that information to plan rounds and set expectations for patients and families.
Round on patients, provide updates, confirm appropriate escort assignments, support the waiting room, and keep escorts informed throughout the visit.
Listen empathetically to patients’ and families’ concerns, fears, and frustrations and offer reassurance.
Track family members in the waiting room and assist surgeons in locating them.
Coordinate timing by calling patients in early when schedules are ahead or advising them to arrive later when delays occur, at the clinical team’s discretion.
Give focused support to pediatric cases and escort patients and families through the facility.
Provide comfort items such as pillows, blankets, and chargers; assist with patient belongings; and direct loved ones to join patients at the bedside in a timely manner.
Serve as a point of contact for detailed explanations and guidance.
Monitor waiting rooms, support patient flow, and work with clinical team members to anticipate needs.
Keep patients informed when delays develop, especially delays of 30 minutes or more.
Identify challenging situations early, including frustration about wait times or possible surgery cancellations, and involve a nurse leader before escalation.
Address initial patient concerns and questions so clinical teams can focus on care, while involving them when higher-level intervention is required.
Provide service recovery using the LAST model.
Keep waiting areas tidy, comfortable, and well-maintained; contact Environmental Services or Engineering as appropriate.
Escalate complaints to the senior liaison and specialists.
Perform related duties as required.