Emergency Department Patient Liaison

GENERAL SUMMARY

The Emergency Department (ED) Patient Liaison facilitates communication to ensure a patient centered experience by triaging patients, managing the wait process and the non-medical needs of patients / families and visitors, in efforts improve patient flow, reduce emergency department crowding, and increase clinical productivity.

Reports to department leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Greets patients / families and visitors, answers guest inquiries, directs patients / families to appropriate departments, and advises the appropriate team members of patient / family questions.

Appropriately escalates all patient / family concerns including but not limited to escalating care concerns to appropriate team members when patients / families have questions, patients' symptoms have increased or become severe, and any other situation(s) out of the norm.

Effectively communicates with patient / family to explain processes and manages patient / family expectations.

Provides rounding with patients / families in the waiting room to ensure patients stay informed; while ensuring to round with patients / families who have been in the Main Treatment Area of the Emergency Department greater than 3 hours.

As the waiting room ambassador, retrieves comfort items for patients and visitors, keeps the waiting room tidy while alerting housekeeping, if necessary, communicates estimated wait-times to patients / families during periods of high volume, and engages with patients / families frequently to make them feel at home, noticed, and represented; while anticipating patients / family's needs to accommodate them and provide an exceptional guest experience.

Communicates consistently with clinical staff throughout the shift.

Performs all other duties as assigned.

LICENSES AND / OR CERTIFICATIONS

Required Licenses and / or Certifications

None Required.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Required Education and Experience

High School Diploma or equivalent required.

Preferred Education and Experience

Prior work experience in healthcare, customer service or service recovery field preferred

Required Knowledge, Skills and Abilities

Highly motivated, enthusiastic team player who takes initiative.

Strong organizational skills with attention to detail and commitment to data accuracy.

Excellent time management skills, able to shift priorities and able to work independently and problem solve in a fast paced, fluid environment.

Must possess strong verbal, written, and interpersonal skills as well as, the ability to interact with and build collegial relationships with diverse individuals.

Strong communicator with exceptional follow up skills and positive phone demeanor.

Ability to provide outstanding customer service to both internal and external customers.

Ability to follow Health Insurance Portability and Accountability Act (HIPAA) policies and procedures and maintain confidentiality of all facility and facility-related (patients / families) information.

WORKING CONDITIONS

Normal patient care environment with little exposure to excessive noise, dust, temperature and the like.

Frequent exposure to communicable disease and moderately adverse working condition due to performance of certain patient care activities.

PHYSICAL REQUIREMENTS

Click here to view physical requirements.

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