Patient Experience Associate
NYU Langone Health•New York, NY
•$49,201 - $50,000
About The Position
NYU Langone Hospital—Brooklyn is seeking a Patient Experience Associate to welcome and screen visitors, vendors, patients, and employees entering the hospital. The associate works independently to control access by enforcing visitor and employee screening policies and providing prompt, respectful, helpful communication. The role also includes rounding on hospital units, particularly for new admissions, greeting patients and family members, documenting interactions in the iRound tool, and acting as a visible liaison for patients and families. The associate collaborates with interdisciplinary teams and departments, addresses or escalates concerns, and helps support the needs of everyone entering or receiving care at the hospital.
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 ability.
- 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 hospital access by screening patients, visitors, vendors, and employees in accordance with hospital guidelines and policies.
- Round on units as needed, especially for new admissions; greet patients and family members and document interactions in the iRound tool.
- Identify and proactively address opportunities or concerns during screening and patient/family rounds.
- Maintain strict confidentiality of work-related information in accordance with HIPAA.
- Stay informed about current NYU Langone Health guidelines and policies for screening visitors, patients, vendors, and employees.
- Enforce screening policies by asking appropriate health screening questions.
- Work respectfully as a member of the healthcare team and collaborate with interdisciplinary team members.
- Escalate clinical questions and concerns raised by patients, visitors, vendors, and employees to appropriate team members.
- Escort patients to appointments or procedures when necessary.
- Respond efficiently and effectively to information requests while managing multiple tasks.
- Collaborate with departments, including Security, to support visitor, patient, vendor, and employee needs, such as transport to the Emergency Department.
- Interact independently with people entering the hospital in a prompt, respectful, and helpful manner.
- Remain visible and engaging as a liaison for patients and families, 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.
- Employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive-care well-being.
