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Patient Experience Liaison. Samaritan

4 months ago

Ashland, United States University Hospitals Full time
Job DescriptionDescription

§  To improve the patient care experience through attention to personal needs identified by the patient.


§  To provide information and assistance to the patient and family in order to assist them in navigating through the health care environment.


§  To facilitate and enhance the connection between patient and family, and to provide an overall supportive presence to both the patient and the care environment.   


1. Responsible for providing the highest level of experience in the care setting by acting as a comforting and interactive presence for the patients. This could include but is not limited to: active listening, casual conversations, assisting with basic tasks, and providing / supporting hands- on diversional activities


2. Responsible for daily and continuous patient rounding, and communicating any immediate needs to the nursing staff when necessary.


3.  Assist with iPad utilization for patient and family virtual visits / interactions.


4. Liaison for patient’s family to provide updates using consistent communication template. Answer any questions that the patient’s family may have: in real time if able, or escalate and ensure loop closure on any questions that require follow up. Ensure that up to date contact information for the patient’s loved one is readily available for caregivers.


5.  New patient orientation to room. Explanation of call light, television controls, bathroom, refrigerator if available in room, storage of personal items, check if any personal care items needed.


6.  Serves as a liaison between not only the patient and their family, but the patients and the staff as well.


7.  Performs other related duties as assigned.

Qualifications

Education



High school diploma or GED required.


Associates degree in Communication, Hospitality, Psychology, Sociology, or Healthcare related field preferred


Required Credentials, License, and / or Certifications. BLS


Experience & Knowledge:


•           At least one year of customer or patient interaction experience is required


•           Excellent verbal and written communication skills.


•           Demonstrate excellent interpersonal skills to interact effectively and efficiently with patients, families, and all members of the multi-disciplinary team.


•           Ability to empathize with patients and families, as well as maintaining therapeutic boundaries and provide an empathetic relationship.


Special Skills & Equipment Knowledge:


This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.