Hospitality Liaison - FlexStaff
About The Position
The Hospitality Liaison coordinates and facilitates lobby operations and guest service activities in support of patient- and family-centered care. The role monitors service delivery in lobby and entrance areas and communicates key strategic messages to patients, families, service line managers, and staff in keeping with a culture of patient-centeredness and hospitality. The liaison supports patients and visitors throughout their facility experience, including surgery-related waiting and updates, patient navigation, discharge, wheelchair availability, and family access to the bedside. The role works closely with clinical and support-service teams, responds to non-clinical questions and concerns, and provides compassionate guidance and service recovery. The position also helps ensure that waiting areas are tidy, comfortable, and well maintained.
Requirements
- High school diploma or equivalent.
- 1–3 years of relevant experience.
- Current New York State license to practice as a Certified Radiology Contrast IV Injection practitioner.
- Radiology Contrast IV Injection Certification (RADTIV).
Responsibilities
- Identify operational areas needing improvement and collaborate with support-service departments to optimize 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 needed.
- 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 the daily surgery schedule, check room progress with the OR team, and use the information to plan rounds and set expectations for patients and families.
- Round on patients to provide updates, confirm the appropriate escort is assigned, support the waiting room, and keep escorts informed throughout the visit.
- Offer a compassionate presence, listen empathetically to concerns, fears, and frustrations, and provide reassurance.
- Track family members present in the waiting room and assist surgeons in locating them.
- Manage timing needs by calling patients in early when the schedule is ahead or advising them to arrive later when delays occur, at the clinical team's discretion.
- Pay close attention to pediatric cases and escort patients and families through the facility.
- Provide comfort items such as pillows, blankets, and chargers.
- Assist with management of patient belongings.
- 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 the waiting room, 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, such as frustration with wait times or possible surgery cancellation, and involve a nurse leader before the situation escalates.
- Address initial patient concerns and questions so clinical teams can focus on care, while keeping them informed when high-level intervention is needed.
- Provide service recovery using the LAST model.
- Keep waiting areas tidy, comfortable, and well maintained, contacting Environmental Services or Engineering as appropriate.
- Escalate complaints to the senior liaison and specialists.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
