Patient Service Liaison

Hospital For Special Surgery

How you move is why we're here. Now more than ever.

Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let's talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status: Per Diem Part time

Work Shift: Variable (United States of America)

Compensation Range: The base pay scale for this position is $42.00 - $42.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

Job Responsibilities & Expectations

Customer Service & Professional Conduct

• Skilled at shaping a positive perception of care through warm first impressions, including friendly body language, eye contact, and tone of voice.
• Responds compassionately and professionally to customer concerns, effectively solving problems or escalating as needed.
• Promotes a courteous and respectful environment for patients and families.
• Maintains confidentiality and privacy in compliance with HIPAA regulations.
• Demonstrates punctuality, reliability, and engagement in work duties.
• Is open to coaching, mentoring, and performance improvement initiatives.
• Dresses appropriately for customer service role, maintains excellent hygiene, wears ID Badge high and visible for all to see.

Patient & Family Support

• Acts as an information resource for patients, families, and visitors.
• Instructs and educates patients and/or family members as needed.
• Provides assistance, comfort, and emotional support to patients' families.
• Tracks surgery progress and delays and proactively updates families on patient status.
• Facilitates referrals to appropriate hospital personnel based on patient/family needs.
• Recognizes and respects cultural, social, and religious beliefs in care delivery.
• Disseminates information about HSS services and community resources

Communication & Collaboration

• Strong collaboration with peers and interdisciplinary teams to ensure quality care; understands & demonstrates optimal teamwork
• Shares information about new patients or transfers to ensure team readiness and coverage.
• Coordinates, communicates with, and provides ongoing guidance and support to Atrium volunteers.
• Answers telephone, routes callers, takes messages, and provides routine information to callers.

Administrative & Operational Duties

• Prepares and maintains accurate records, reports, and required documentation through EPIC, Salesforce, Outlooks, EZCall, and all departmental systems.
• Manages time effectively to meet patient, department, and hospital needs.
• Follows hospital and departmental policies to maintain safe and effective operations

Non-Discrimination Policy Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.