NYU Langone Orthopedic Hospital at NYU Langone Health is one of the nation's leading orthopedic and rheumatologic, specialty hospitals dedicated to the prevention and treatment of musculoskeletal diseases. The hospital provides some of the most advanced orthopedic programs in the region for musculoskeletal disorders and the largest pediatric orthopedic program in New York City. The hospital is consistently ranked among the leading orthopedic centers nationwide by U.S. News and World Report. Our expert physicians combine extensive experience and research with the latest technology for bone and joint problems that affect patient's ability to function. We specialize in the following areas: Orthopedic Surgery Rheumatology Neurology Radiology.
We have an exciting opportunity to join our team as a Volunteer Coordinator in the Patient Experience Department. To qualify a Bachelors Degree is required with two-three (2-3) years experience in a healthcare environment, customer service or equivalent experience. Masters Degree in healthcare related field preferred. Experience working with Volunteer programs and volunteer population in a healthcare setting preferred. Previous experience in program coordination and program development preferred. Knowledge of software application systems, i.e. Word, Excel, Access or database programs. Excellent verbal, written communication and strong organizational skills required.
In this role, the successful candidate will coordinate all aspects of the Volunteer Program, by performing volunteer candidate screening and placement, program development and program supervision. Also, responsible for improving the patient and family experience by connecting them with a range of hospitality and information services to make their visit more comfortable. Qualified candidates must be able to effectively communicate with all levels of the organization.
Demonstrates knowledge of the organizations Service Standards and incorporates them into the performance of duties.
Plans and organizes the day-to-day functions of the volunteer program. Demonstrates leadership, responsibility and accountability for department. Upholds departmental mission and vision.
Recruits candidates for hospital-wide volunteer positions utilizing a variety of recruiting techniques and community resources and organizations.
Screens and evaluates volunteer qualifications and skill level. Effectively uses communication skills, interview skills and program knowledge to assess the sustainability of a volunteer applicant¿s schedule, experience, interests and skills. Appropriately judges when to refer an applicant to other organizations or resources. Appropriately judges when to discontinue an applicant¿s application process. Appropriately judges when to involve a Supervisor in the screening process. Appropriately follows the nondiscriminatory screening and hiring policies of Human Resources and demonstrates a clear understanding of the Americans with Disabilities Act.
Determines and facilitates placement of the volunteer to assigned area. Refers volunteer applicants in a friendly, helpful manner. Suggest additions or modifications to the referral list as the need arises.
Monitors performance of all volunteer staff activities in assigned areas. Provides support for volunteer supervision along with departmental supervisor. Appropriately involves Manager to counsel, and take disciplinary action as necessary. Regularly communicates with departments to ascertain volunteer needs throughout the hospital. Successfully matches applicant schedules with available volunteer positions and shifts.
Supervises the training of each volunteer: understanding the role, duties and responsibilities, and the standards of performance related to assigned area.
Oversees compliance of all volunteers to hospital policies and procedures.
Directs appropriate orientation and training of assigned hospital supervisor.
Evaluates volunteer program goals and work performance of both volunteer and placement supervisors. Promptly and professionally addresses departmental and interdepartmental challenges, concerns and problems. Represents Volunteer Services at committees and meetings.
Proactively suggests new ideas for volunteer programs. Welcomes new volunteer program ideas from coworkers and other departments. Effectively assesses all new volunteer program ideas. Participates in NYC Volunteer committee to bring back new volunteer programs and ideas. Regularly apprises Director throughout the process of program planning, implementation, evaluation and revision. Successfully develops new volunteer programs to completion. Maintains training manuals, checklists, surveys, evaluations, policies and procedures and other program-related documents. Appropriately judges when to re-evaluate and/or discontinue a volunteer program. Appropriately judges when to involve Director in program development process.
Works with the Director and other site Supervisors to organize and manage the Annual Volunteer Recognition Event and NYULOH involvement in UHF annual volunteer recognition event. Follows up on delegated tasks related to the planning of the event in a timely manner. Reports progress on tasks to Director in a timely manner. Promptly communicates problems/ questions regarding planning of the event to Director.
Coordinates NYULOH website link to volunteer opportunities and utilizes volunteer database/tracking system. Provides reports and updates to Director. Consistently and regularly provides updated information about departmental status to Director. Accurately enters data into existing volunteer records. Proactively updates records on a monthly (volunteer attendance hours) and yearly (manual volunteer health clearance update) basis. Enters notes to endure detailed, accurate volunteer records. Produces correct database report/queries as required.
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.
Facilitates communication with inpatient, outpatient and clinical areas regarding patient, family member and visitor requests and concerns to promote comprehensive flow of services.
Contact 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. (Coordinator will receive specific training on service recovery techniques and will refer escalated or unresolved concerns to the Patient Relations Department.)
Provides Special Guest services by meeting each patient or their family member(s) who are flagged to the list to verify that their needs are being met and are having a positive experience. If necessary, will refer to appropriate parties or Patient Relations to resolve any needs or concerns.
Participates in Patient Experience Department meetings. Follows up on tasks delegated at staff meetings in a timely manner. Follows up on tasks delegated outside of staff meetings in a timely manner. Reports progress on tasks to Director in a timely manner. Appropriately communicates problems, delays or questions regarding tasks to coworkers. Maintains courteous, friendly and professional communication with volunteers. Communicates problems or questions regarding work environment, coworker relations, position description, volunteer relations or any other personnel-related issues to Director. Collaborates with NYULMC Tisch Volunteer Coordinator on special projects as needed.
Supports coworkers in department as needed with management of phone calls during heavy times.
NYU Langone Orthopedic Hospital at 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.