Patient Experience Associate

NYU Langone Health • Brooklyn, NY

2d • Onsite

About The Position

The Patient Experience Associate welcomes and screens visitors, vendors, patients, and employees entering the hospital. The role independently manages hospital access control by enforcing visitor and employee screening policies and communicating with people entering the facility. The associate also rounds on units as needed, particularly to welcome new admissions and their families, and documents interactions in the iRound tool. The position serves as a visible, engaging liaison for patients and families, helping address concerns and escalating issues to Patient Relations or appropriate clinical and interdisciplinary team members.

The associate works with hospital departments and the interdisciplinary care team to support patients, visitors, vendors, and employees. This may include helping escort patients to appointments or procedures and coordinating with Security for transport to the Emergency Department. The role requires respectful, effective communication, problem-solving, attention to detail, and the ability to respond to requests and manage multiple tasks, including in potentially stressful situations. The associate must maintain confidentiality and follow current hospital screening guidelines and policies.

The position is based at NYU Langone Hospital—Brooklyn. The stated annual salary range is $49,200.60–$50,000.00; actual salary depends on factors including experience, specialty, education, and hospital need. The organization describes a comprehensive benefits and wellness package, including financial security benefits, a time-off program, employee resource groups, and a holistic employee wellness program.

Requirements

• Bachelor’s degree.
• Two years of customer service experience, particularly involving clear, empathetic communication and the ability to triage escalations quickly and effectively.
• Attention to detail and strong organizational skills.
• Ability to navigate potentially stressful situations.
• Self-motivated and able to work independently.
• Ability to communicate effectively with all levels of the organization.

Responsibilities

• Control access to the hospital by screening patients, visitors, vendors, and employees according to hospital guidelines and policies.
• Enforce visitor and employee screening policies by asking appropriate health screening questions.
• Round on units as needed, particularly to greet new admissions and their family members, and document interactions in the iRound tool.
• Identify and proactively address opportunities or concerns arising during screening and patient or family rounds.
• Maintain strict confidentiality of work information in accordance with HIPAA.
• Apply current NYU Langone Health guidelines and policies related to screening visitors, patients, vendors, and employees.
• Work respectfully as a member of the healthcare team.
• Escalate clinical questions and concerns from patients, visitors, vendors, and employees to appropriate interdisciplinary team members.
• Assist with escorting patients to appointments or procedures when necessary.
• Respond efficiently and effectively to information requests and multitask.
• Collaborate with interdisciplinary team members and departments to support visitors, patients, vendors, and employees, including coordinating with Security for transport to the Emergency Department when needed.
• Interact independently with people entering the hospital in a prompt, respectful, and helpful manner using excellent communication skills.
• Remain visible and engaging as a patient and family liaison, and escalate issues or concerns to the Patient Relations department.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits and wellness package.
• Financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level