Service Lines Training and Compliance Associate

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.

Regular Full time

The base pay scale for this position is $73,500.00 - $. 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.

• Design, develop, deliver, and maintain training programs for telecommunications, scheduling, patient access, and Service Lines operational workflows.
• Create and update training manuals, job aids, workflow guides, competency assessments, presentations, and eLearning modules.
• Lead onboarding, orientation, role-specific education, refresher training, classroom and virtual sessions, and individualized coaching.
• Provide at-the-elbow support and real-time workflow education during onboarding, optimization efforts, and operational changes.

• Monitor reports, dashboards, quality audits, call quality findings, and key performance indicators to identify training opportunities, performance gaps, and compliance needs.
• Help develop scorecards to monitor performance and measure the quality of patient interactions.
• Analyze trends related to productivity, quality, compliance, patient experience, and operational efficiency, and partner with leaders on targeted education or corrective action plans.
• Ensure training aligns with regulatory requirements, organizational policies, compliance standards, and operational goals.
• Track training completion, competency validation, ongoing education requirements, and prepare updates for leadership.

• Conduct call quality reviews by monitoring recorded and live telephone interactions for adherence to service standards, workflows, policies, and compliance requirements.
• Develop and deliver training on customer service excellence, patient-centered communication, active listening, empathy, professionalism, and service recovery.
• Train staff on de-escalation, conflict resolution, and techniques for managing difficult conversations, service concerns, and emotionally charged interactions.
• Use coaching, role-playing, patient feedback, complaints, and service recovery trends to reinforce best practices and identify targeted education opportunities.
• Support initiatives that improve patient satisfaction, first-call resolution, access to care, and overall service quality.

• Serve as a subject matter expert for telecommunications workflows, scheduling processes, customer service standards, and patient communication practices.
• Train staff on call-handling expectations, escalation pathways, communication standards, scheduling workflows, and operational procedures.
• Support new technologies, workflow enhancements, and operational initiatives while identifying inefficiencies and…