Position Summary: We have an exciting opportunity to join our team as a Guest Service Associate.
In this role, the successful candidate will be responsible for improving the patient and family experience by providing them with a range of greeter and information services to make their visit more comfortable and reduce their anxiety.
Staffs Information and Guest Services desks in hospital lobby areas
Serves as key point of contact for patients and visitors, facilitating communication and ensuring everyone has been properly greeted and welcomed
Provides general information and employs way finding techniques based on mapping systems and way finding technology
Refers to hospital records when necessary to assist patients, family members, and visitors in locating appropriate clinical areas and patient locations
Maintains current knowledge of all hospital services, hospital navigation information, and point of contacts to provide patients, family members and visitors with accurate, up to date information and make referrals when appropriate
Provides basic front-end hospitality functions such as: taking requests for back-end hospitality services, connecting patients, family members and visitors to community and hospital system services and resources, providing easily accessible resources at point of contact, such as newspapers, when requested
Facilitates communication with inpatient, outpatient and clinical areas regarding patient, family member and visitor requests and concerns to promote comprehensive flow of services.
Contacts the appropriate services to meet unique patient, family and visitor needs
Resolves concerns by providing service recovery and referring patient, family member or visitor to appropriate department when necessary. (Associate will receive specific training on service recovery techniques and will refer escalated or unresolved concerns to the Patient Relations Department)
Ensures orderliness and a professional environment within lobby areas by consistently displaying a high level of the required skills and abilities listed below
Proactively approaches patients, family members and visitors to market services offered, asking if they need assistance or help
Oversees work of volunteers assigned to the guest services desk(s)
Rounds with a gift cart with items from the gift shop (with volunteer assistance) as needed
Visit patients/families in the Emergency Department and In-Patient units to greet and assist with questions.
High school diploma or equivalent.
One to two years experience in front desk/reception position or doctors office preferred.
Customer service experience.
Word processing, typing, email and general computer skills.
Proficiency in a second language.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
NYU Langone Health, a world-class patient-centered integrated academic medical center, is one of the nation's premier centers for excellence in clinical care, biomedical research, and medical education. Located in the heart of Manhattan, NYU Langone is composed of four hospitals – Tisch Hospital, its flagship acute care facility; Rusk Rehabilitation; the Hospital for Joint Diseases, one of only five hospitals in the nation dedicated to orthopaedics and rheumatology; and Hassenfeld Children's Hospital, a comprehensive pediatric hospital supporting a full array of children's health services across the medical center – plus the NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. The medical center's tri-fold mission to serve, teach, and discover is achieved 365 days a year through the seamless integration of a culture devoted to excellence in patient care, education and research. For more information, go to www.nyulangone.org.