Patient Services Liaison

Hospital for Special Surgery•New York, NY

About The Position

The Patient Services Liaison supports patients, families, and visitors by providing information, guidance, comfort, and emotional support. The role tracks surgery progress and delays, proactively updates families on patient status, and connects them with appropriate hospital personnel and resources. It also supports effective communication and teamwork across the unit, including coordination with Atrium volunteers, and performs administrative duties using departmental systems. The position requires a bachelor’s degree and two years of healthcare experience; a master’s degree and three years of healthcare experience are preferred.

Requirements

Bachelor’s degree.
At least 2 years of healthcare experience.
Strong customer service skills and outstanding interpersonal skills.
Excellent verbal and written communication skills.
Ability to multitask in a fast-paced environment.
Strong knowledge of teamwork.

Nice To Haves

Master’s degree in healthcare; examples include MBA, MSW, MPH, or MHA.
3 years of healthcare experience.
Previous experience in hospitality or concierge services.

Responsibilities

Create positive first impressions through warm, courteous, and professional customer service.
Respond compassionately to customer concerns, resolve problems, or escalate them as appropriate.
Promote a respectful environment and maintain patient confidentiality and privacy in compliance with HIPAA.
Serve as an information resource for patients, families, and visitors; provide instruction and education as needed.
Offer assistance, comfort, and emotional support to patients’ families.
Track surgery progress and delays and proactively update families on patient status.
Refer patients and families to appropriate hospital personnel and share information about HSS services and community resources.
Respect cultural, social, and religious beliefs in care delivery.
Collaborate with peers and interdisciplinary teams and share information about new patients and transfers to support team readiness and coverage.
Coordinate with and provide ongoing guidance and support to Atrium volunteers.
Answer telephone calls, route callers, take messages, and provide routine information.
Prepare and maintain accurate records, reports, and required documentation using EPIC, Salesforce, Outlooks, EZCall, and departmental systems.
Manage time effectively to meet patient, department, and hospital needs and follow hospital and departmental policies.
Demonstrate punctuality, reliability, engagement, and openness to coaching and performance improvement.
Maintain appropriate dress and hygiene and wear an ID badge visibly.