Hospital for Special Surgery

City: 
New York
State: 
New York
Category: 
Volunteer
Type: 
Clinical

Hospital for Special Surgery is a specialty hospital for orthopedics and rheumatology.

Volunteer Opportunities: Volunteers are utilized in a number of different roles including

Patient Registration-Physician Practice Liaison Location: The position is located in various physician practice areas and offices within Sports Medicine. The physician offices are where the primary evaluation and management of a HSS Patient’s care is triaged and coordinated. All subsequent diagnostic and treatment activity begins in the physician’s office and is orchestrated by the staff (nurses, office managers, medical assistants, secretaries, registrars) in each office. The volunteer is responsible for ensuring a coordinated and consistent patient experience through the clinical practice area.
Specific Duties: Formally welcome and log in all patients and family members upon arrival on the Climax registration system; Triage patient purpose of visit – who they are meeting with and ancillary services they need ; Work closely with Registrars to determine any preliminary or additional information that is needed (HIPAA, demographic and insurance information); Inform patients of the status of their waiting time for the physician by interacting with the physician’s office staff on reasons for delays and when to be expected to be seen; Guide and inform location of diagnostic (X-ray) services required pre or post visit; Monitor patients leaving and returning from diagnostic services – to ensure timely flow of care with physician office; Monitor and answer all patient requests relating to wait time, their appointment and additional information (e.g. current process, how to make appointments, where amenities are / Café, ATM). Meet with Senior Registrar and/or Supervisor at the end of the shift to summarize day’s activities, troubleshooting and ongoing modifications.
Qualifications: Excellent customer service skills – includes listening and communicating to patients and their families; Attention to detail

Surgical Liaison/Family Atrium Location: The Family Atrium is a waiting area for families of surgical patients that also serve as an Information/Resource Center to provide patient status up-dates and general information. This center seeks to give the best possible service to patients as well as family and friends. The volunteer Surgical Liaison is responsible for ensuring the provision of information about the patient’s surgical journey from surgery to PACU/Recovery Room. In addition volunteers are there to provide support and ease the hospital experience for patients and families.
Specific Duties: Formally greets patients, families and friends upon arrival to the Atrium; Introduce the process to the patient to log in their name and contact information regarding their families/friends; Familiarize patients and families to hospital information and other resource information, i.e., neighborhood guide; Work closely with the Atrium staff to determine the PACU/OR visit; Consistently track the patient surgical journey from the computer software program called Status Board Reporter; Assist with directing and escorting families to PACU/OR at visiting hours; Assist with answering telephone, and providing information to atrium staff ; Assist with answering families’ questions about family member surgery; Circulate around the room to talk with families and help to lessen their anxiety during the patient’s surgical journey; Provide assistance with offering magazines to waiting families and friends; Assist with maintaining a neat and professional environment in the Atrium; Communicate with Atrium staff and volunteers at end of shift changes
Qualifications: Excellent customer service skills including listening and communication skills; Attention to detail; Computer literate including Microsoft Word and Excel

Ambassadors Program Location: The Ambassadors Program was created to respond to a need to provide directions to patients and visitors on one of the most trafficked floors in the hospital. Volunteers are located at a desk on the third floor directly across from the elevators and provide directions and information to services including the Ambulatory Care Center, Doctors Offices, Pre-Surgical Screening, Cardio-pulmonary, Radiology, and Pain Management. In addition, volunteers must have knowledge of all aspects of the Hospital campus in order to re-direct patients and visitors who are not in the correct area. Specific Duties: Directing patients and visitors to offices and departments on the third floor; Identifying patients and visitors who are in the wrong location and re-directing them; Escorting patients as needed; Directing deliveries to the appropriate locations; Providing a warm and professional welcome to visitors and patients to the floor Qualifications: Excellent customer service skills including listening and communication skills; Self-motivated; See oneself as an advocate for the patient and ambassador for the hospital
PACU/Surgical Liaison/Recovery Room Location: The position is located in the PACU Nursing/4th floor and the Family Atrium of the main hospital building. The working area is right in front of the PACU sliding doors where families visit the patients every two hours during the day. This area seeks to give the best possible service to patients as well as to the family and friends to increase the level of satisfaction of HSS patients. The volunteer Surgical Liaison is responsible for ensuring the provision of information about the patient’s surgical journey from surgery to PACU/Recovery Room. In addition volunteers are there to provide support and ease the hospital experience for patients and families.
Specific Duties: Serves as a Liaison between the Patient Rep, Nursing (PACU) and Patient; Liaisons ; Orients families to surroundings during the patient visits in the PACU; Assist with preparing the list for the patient visit using the Board and the Star; Reports unsafe situations or unusual conditions to appropriate personnel; Answering telephone, and providing information to the Family Atrium staff ; Assist with answering questions about the procedure; Assist with non-clinical matters and help with errands related to patients and family members ; Provide assistance with offering magazines, newspapers to the patients in the PACU and to waiting families and friends at the Atrium; Assist with maintaining a neat and professional environment at the Atrium; Communicate with Patient Family Atrium services staff and volunteers
Qualifications: Excellent customer service skills including listening and communication skills; Attention to detail; Sensitivity and empathy to patients and their loved ones; Ability to follow directions of Supervisor, Family Atrium; Computer literate including Microsoft Word and Excel

Pediatric Liaison Location: The position is located on the 5th floor Pediatric Ambulatory Care Center in the main hospital building. The waiting area is for pediatric patients, families and friends of patients’ and also serves as an Information/Resource Center to provide general information. The volunteer is responsible for ensuring a coordinated and consistent patient experience through the clinical pediatric area. The volunteer is also responsible to involve pediatric patients in activities while waiting for an appointment.
Specific Duties: Formally greets patients, families and friends upon arrival to the Center. Introduce the process to the patient to log in their name and contact information regarding their families/friends; Consistently updates family and visitors on the delays
Assist with answering questions about the status update; Work closely with Registrars to determine any preliminary or additional information that is needed (HIPAA, demographic and insurance information); Circulate around the room to initiate activities with our pediatric patients; Monitor and answer all patient requests relating to wait time, their appointment and additional information (e.g. current process, how to make appointments, where amenities are / Café, ATM). Provide assistance with offering magazines to waiting families and friends; Assist with maintaining a neat and professional environment in the Center.
Qualifications: Excellent customer service skills including listening and communication skills; Attention to detail; Sensitivity and empathy to patients and their loved ones; Ability to work with pediatric patients and follow directions of site supervisor at the Center; Computer literate including Microsoft Word and Excel


Ambulatory Surgery Location: The Ambulatory Surgery waiting area is located on the 9th floor of the main hospital building. The waiting area hosts about 75-100 people daily and provide a place of comfort and relaxation to the patient’s loved ones as they anxiously await news from the Recovery area. The volunteer role is to support the Ambulatory Surgery staff in assisting patients with non-medical needs.
Specific Duties: Formally welcome patients, family members, and friends upon arrival in the waiting area and continue to communicate as needed throughout the procedure; In constant contact with doctors who might relay a message to them to give to a family member regarding a patient prescription, status of surgery, etc; Facilitate visiting in the recovery room for the patient’s families and friend; Provide gowns for the families and lead them to the patient bedside; Consistently track the patient surgical journey from the computer software program called Status Board Reporter; Circulate around the room to talk with families and help to lessen their anxiety during the patient’s surgical journey; Sit at the information desk and answer phones, answer families’ questions, make patient packets, maintain waiting area and any other clerical duties needed.
Qualifications: Excellent customer service skills including listening and communication skills; Attention to detail; Computer literate including Microsoft Word and Excel

Patient Care Unit Volunteer Location: The 8 east patient care unit serves patients who are recovering from orthopedic surgical procedures including hip, knee and shoulder replacements as well as spine surgery. The volunteer role is designed to support the nursing staff to care for patients from post surgery to discharge. There will be an opportunity to collaborate with departments such as Radiology, Pharmacy and Health Information Management. Volunteers will work directly with the nurse manager of the unit and or the nurse in charge (CNIII). This role is essential in helping us to provide the best customer service by demonstrating compassion and concern for each and every patient.
Specific Duties: Provide welcome and orientation to new patients on the nursing floor ; Assist nursing staff with discharge including locating wheelchairs and escorting patients to the lobby; Assist nursing staff to transport patients to other patient care locations; Patient visiting with focus to ensure patient comfort and well-being; Perform pharmacy rounds; Troubleshooting issues pertaining to T.V. and telephone services; Provide special amenities requested by the patients; Replenish and renew ice water pitchers; Provide reception, errand support and light clerical duties at the nursing station; Make patient visits to promote the Employee Recognition Program
Qualifications: Sensitivity and empathy to patient’s unique set of circumstances; Excellent customer service skills; Demonstrate competency and compliance with policies and procedures concerning infection control, safety, and HIPAA; Follow directions of site supervisor and observe limitations of role; Must be ambulatory

Contact Information
Contact Person: 
Shahan Hafiz, Volunteer Coordinator
Phone: 
(212) 606-1228