What are the responsibilities and job description for the Emergency Department Patient Liaison position at Childrens Hospital of The King's Daughters?
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
None Required.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
High School Diploma or equivalent required.
Prior work experience in healthcare, customer service or service recovery field preferred
Highly motivated, enthusiastic team player who takes initiative.
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.
PI259393440
