Patient Liaison

Overview

CentraState Healthcare System, headquartered in Freehold, New Jersey is a leading non – profit healthcare delivery system in New Jersey. The System includes CentraState Medical Center a community-based hospital, an ambulatory campus, three senior living facilities and three free-standing community health pavilions, and a charitable foundation. As the 3rd largest employer in Monmouth County, CentraState Healthcare System continues to live up to its reputation of being a truly great place to work recently designated a Great Place to Work-Certified™ company.

CentraState Healthcare System is seeking a Patient Representative to functions as a liaison in the Emergency Department and the inpatient units between the patient/family and CentraState Healthcare System by addressing issues and concerns raised by the patient and/or family to improve patient satisfaction.

Schedule: 4 days per week (10a-6p) and every other weekend (2p-10p) and rotating holidays 

Responsibilities

• Provides emotional support to patients and anxious family members.
• The ED Rep acts as liaison between patient and /or family members and appropriate staff, including radiology, nursing, ultrasound, lab, transport, admitting, housekeeping, and access services.
• Acts as liaison between patient and/or family members and appropriate staff (including physicians). Listen to patient concerns.
• Attends bed management when appropriate.
• Answers patient/family questions in ED waiting area. Investigates delays in treatment and wait times.
• Conducts rounds with ED patients to check their status, provides comfort care, food, etc. Provides information based on questions asked by patients, after clearing with ED staff.
• Documents all lost belongings into RL Solutions when appropriate.
• Documents patient concerns and notifies supervisor.
• Documents formal complaints in the RL reporting system.
• Establishes and maintains a good working rapport with clinicians throughout the System, Foundation and Administration.
• Exchanges phones and call bells that are broken in the ED.
• After 8pm, handles floor issues. Maintains contact and update nursing supervisor. Maintains contact with IP Rep.
• Keeps supervisor informed of all complaints, losses, etc. on an ongoing basis.
• Keeps track of all VIP patients. Documents stay in department and visit twice daily. Maintains contact with Foundation where appropriate.
• Performs formal documentation protocol for all patient concerns and follow up. Informs 6p-10p Reps about any and all issues that have occurred during the day, as well as emails received the following day on any issues that need follow up.
• Precepts new employees.
• Promotes safe work practices. Clear hallways and keep safe work conditions.
• Provides bus tickets and makes taxi calls for patients, as requested by nursing.
• Provides wheelchairs to patients as needed. 
• Reports televisions that are broken and cannot be fixed with the TV representative for intervention.
• Responds to calls from administration on family/patient complaints.
• Responds to codes.
• Responsible for patient comfort by providing Bibles and magazines for patients. Provides call bells, remotes, and phones in working order.
• Returns any calls related to patient issues.
• Visits all patients in ED that are holding to be admitted.
• Visits all admitted patients.
• Works with admitting/throughput.
• Updates supervisor on all issues that have occurred during the shift in the event should follow-up be required.

Qualifications

• Bachelor’s Degree or an equivalent combination of education and experience preferred
• Experience in healthcare required
• Strong communication skills
• Strong customer service skills
• Knowledge of Microsoft Word

About Us

CentraState Healthcare System, a partner of Atlantic Health System, is a fully accredited, not-for-profit, community-based health system that provides comprehensive health services in the central New Jersey region. In addition to offering a full range of leading-edge diagnostic and treatment options, CentraState serves as a valuable health partner focused on the latest ways to prevent disease, promote healthy behaviors, and help people of all ages live life well. Based in Freehold, CentraState is comprised of a 284-bed acute-care hospital, a vibrant health and wellness campus, three award-winning senior living communities, a charitable foundation, and convenient satellite health pavilions offering primary care and specialty physician practices, along with access to outpatient services, such as lab and physical therapy. The system also offers a family medicine residency and geriatric fellowship training program in affiliation with Rutgers Robert Wood Johnson Medical School. Among its many honors and accreditations, CentraState is one of less than two percent of hospitals nationwide to earn Magnet® designation for nursing excellence four times and was designated a Great Place to Work-Certified™ Company by Great Place to Work® for the second consecutive year.

When you bring your talent to CentraState, you are joining a trailblazing healthcare facility, committed to providing high-quality, patient-focused care. Join us in making incredible strides in health care, and making a difference in our community. We believe in enriching the lives of our employees through work/life balance initiatives, tuition assistance, career advancement opportunities and much more.

Find out why our employees love their jobs and being part of the CentraState family!

What We Offer:

• Highly competitive compensation
• Excellent benefits package and rewards program
• 403(b) retirement plan with company match
• 401(a) retirement plan with employer contribution
• Life Insurance 
• Tuition Reimbursement Program
• Profit Sharing Program
• Growth Opportunity and Workforce Development Initiatives
• Continuing Education / Onsite Training
• A warm, welcoming company culture based upon mutual respect and a collaborative goal of providing excellent patient care
• Concierge Services with Work & Family Benefits
• Magnet recognized healthcare facility