Emergency Department Patient Experience Liaison

• Develops a self-managed, comprehensive Emergency Department Liaison Program.
• Collaborates with multidisciplinary hospital teams for best practice outcomes.
• Establishes a good rapport with Hospital Administration and all levels of hospital personnel throughout the continuum of patient care.
• Actively participates in ED based initiatives i.e. Patient/Family Advisory Council (PFAC) and Patient Experience steering committee.
• Acts as a resource for waiting room patient/visitors:

Maintains awareness of ED volume to best communicate reasons for delays. Communicates pertinent patient information to Provider/Nursing verbally to expedite care. Facilitates visitor access to patient bedside with patient and RN approval. Educates patients and visitors on ED triage and patient flow procedures.

• Communicates effectively and establishes a connection with patients/visitors:

Routinely rounds to ensure patient comfort and respond to questions. Advocates for patient/visitors with complaints/concerns by communicating with Providers and Nurses to secure resolution. Utilizes Service Recovery process designed to mitigate system inefficiencies, collaborating with Patient Advocacy and/or Patient & Family Relations groups when appropriate Educates patients/visitors on hospital systems, admission processes and time frames for admissions/transfers.

• Coordinates with ED Social Workers, Physicians, APPs and Nurses to support grieving families following a patient death.
• Attends Voalte training and utilizes Voalte equipment daily for departmental communication.
• Attends De-escalation and AVADE training.
• Troubleshoots and resolves non-clinical logistical challenges faced by patients and visitors during ED stays including assisting with technology including self-registration, MyChart Bedside app and Patient Gateway.
• Supports customer service initiatives through hospital-wide training programs and special projects to improve patient satisfaction ratings.
• Coordinates with Interpreter Services when necessary to facilitate communication.
• Orients, oversees, and coordinates with the Volunteer Department to augment the Liaison role. Providers input to continually improve the support and relationship with volunteers.
• Demonstrates:

Understanding the legal implications of patient confidentiality

Understanding the importance of ensuring patient and unit safety Understanding the hospital policy regarding sick calls and scheduling

SKILLS/COMPETENCIES REQUIRED:

• Excellent communication, customer service and conflict resolution skills required.
• Must be able to work in a fast paced, sometimes stressful environment.
• Must be able to set and adjust priorities.
• Must be able to manage extremes in practice from death and dying issues to non-urgent circumstances with respect and dignity for all.
• Knowledge of special needs; infant/child/adolescent/adult/geriatric adult behavior; and mental health issues required
• Bilingual and multilingual candidates encouraged to apply.

LICENSES, CERTIFICATIONS, and/or REGISTRATIONS (if applicable):

BA/BS preferred

EXPERIENCE:

3-5 years' experience in the health care or social services setting preferred.

WORKING CONDITIONS: Describe the pace of work and environment in which it is performed.

• Work is performed in the clinical setting of the Emergency Department, as well as an office setting
• The schedule is rotating day/evenings and is 100% on site.
• Must be able to stand and walk for extended time periods and push a cart weighing up to 20 lbs