Hospitality Liaison - FlexStaff

Job Title

Coordinates and facilitates lobby operations and guest service activities supporting patient and family centered care.

Job Description

Coordinates and facilitates lobby operations and guest service activities supporting patient and family centered care. Monitors the overall service delivery operations of the lobby and entrance areas. Conveys key strategic messages to patients and family members as well as service line managers and staff, consistent with a culture of patient centeredness and hospitality. Schedules available: M-F 7a-3p, 9a-5p, & 10a-6p

Responsibilities:

• Proactively identifies operations needing improvement and collaborates with multiple support service departments to ensure optimal lobby operations and guest service activities (i.e. patient navigation, environmental services, maintenance, parking garage, security, etc)
• Monitors of all lobby amenities, functions and appearance
• Provides sensitive, culturally diverse assistance/guidance to patients, families and visitors in stressful situations; escalates issues to appropriate departments and/or management, as required
• Responds quickly to patient/customer requests, obtaining answers to questions regarding non-clinical information
• Monitors and assists discharged patients leaving the facility, ensuring appropriate discharge procedures are followed
• Ensures availability of wheelchair services to incoming and outgoing patients and visitors
• Reviews the daily surgery schedule, checks room progress with the OR team, and uses that information to plan rounds and set expectations for patients and families.
• Rounds on patients to keep them updated, confirms the right escort is assigned, supports the waiting room, and keeps escorts informed throughout the visit. Provides a compassionate presence, listens empathetically to concerns, fears, and frustrations, and offers reassurance.
• Tracks what family members are present in the waiting room & assists surgeons in finding them.
• Manages timing needs by calling patients in early when the schedule is ahead or advising them to arrive later when delays occur at the discretion of clinical team.
• Focuses closely on pediatric cases, escorts patients and families through the facility.
• Provides comfort items (pillows, blankets, chargers).
• Assists with patient belongings management.
• Directs loved ones to join patient at the bedside in a timely manner.
• Act as point of contact for detailed explanations and guidance.
• Monitors the waiting room, supports patient flow and works closely with clinical team members to anticipate needs.
• Keeps patients informed when delays develop, especially 30 min + delays.
• Flags challenging situations early, such as patients who are frustrated with wait times or considering canceling their surgery, and brings in a nurse leader before the situation escalates.
• Addresses initial patient concerns and questions so clinical teams can focus on care while still being looped in when high-level intervention is required.
• Provides service recovery using the LAST model.
• Ensures waiting areas are tidy, comfortable, and well-maintained. Contacts EVS or Engineering as appropriate.
• Escalates complaints to sr liaison and specialists.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Qualifications:

• High School Diploma or equivalent required
• 1-3 years of relevant experience, required

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).