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MC PATIENT AND FAMILY CARE LIAISON
2 months ago
When we say “our community” we mean it.
UMMC Midtown Campus, one of two campuses of the University of Maryland Medical Center, has had a long history of working to keep our community healthy and has grown to become a trusted teaching hospital for medical and surgical care in Baltimore City.
Located in Baltimore’s cultural center near the historic Mount Vernon neighborhood, UMMC Midtown Campus is a 180-bed, community teaching hospital with a focus on helping people manage chronic diseases, including diabetes, hypertension, pulmonary conditions, and infectious diseases.
I. General Summary
Under direct supervision assists with daily operations of the assigned unit or department. Greets and establishes relationships with families and visitors in order to facilitate communications with the staff and physicians. Ensures and provides the highest level of service, answers questions, and directs families as needed.
II. Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
- Cordially greets families and visitors upon arrival to the unit or department. Orients each family to the processes associated with the unit or department including communication with the clinical staff, and visitation with the patient.
- Develops strong relationships with families, physicians and staff to ensure a professional and consistent experience in the unit or department. Ensures excellent customer service while interacting with and serving a culturally diverse population.
- Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and confident demeanor.
III. Education and Experience
- Completion of a high school level of course work with attainment of a high school diploma, High School Equivalency Certificate (GED) or equivalent experience.
- A minimum of one 1) year customer service experience is required. Experience in a hospital or health care setting is preferred.
III. Knowledge, Skills and Abilities
- Highly effective interpersonal and verbal skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary. Ability to adapt communication style and tone to fit the situation.
- Ability to demonstrate positive guest relations skills when dealing with challenging people and difficult situations. Practices effective listening and problem-solving skills.
- Knowledge of basic use of computer and will train for appropriate use of EPIC applications. Ability to effectively operate a multi-line telephone console and to use professional telephone etiquette.
V. Working Conditions
- Weekend, shift work, holiday, on-call and overtime may be required.
- Expected to comply with the hospital’s inclement weather policy.
- Usual front office conditions involving high-volume of public contact. Limited exposure to infectious diseases.
Additional Information
All your information will be kept confidential according to EEO guidelines.