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Patient Experience Liaison

3 months ago

Johnson City, United States Guest Services Full time
Patient Experience Liaison (FT) 8a-5p--Johnson City, TN (JCMC)

Job ID: 004GCP

JOHNSON CITY MEDICAL CENTER

Support Services - Guest Services

Full-time (scheduled 72 hrs or more per pay period) - Day

Job Description

SCOPE OF POSITION
The Liaison serves as the key communication person between patients, families, hospital guests, healthcare providers and the hospital's professional staff. The Liaison works with a diverse population from various cultures and socioeconomic backgrounds, including children and the aged, offering compassionate assistance. Since the Liaison frequently experiences ambiguous and uncertain situations, the Liaison must possess strong stress management techniques along with crisis intervention skills and a courteous, positive attitude that reflects a genuine concern for patients, families and visitors. The Liaison must be able to address awkward situations with tact and diplomacy. This position facilitates open communication consistent with improving patient experience while striving to identify and promote continuous quality improvements. The Liaison provides vital emotional support to families and connects them with a hospital chaplain or other pastoral care if so desired. The Liaison also provides orientation for families in several departments. These may include Adult Intensive Care, Perioperative, Cath Lab, and the Emergency Department. The Liaison explains to patients and families processes critical to that department and keeps families updated with vital information regarding their patient's surgery, condition, and any procedures scheduled for the patient. The Liaison keeps supplies stocked in these areas that provide much needed comfort for families.
REPORTING RELATIONSHIP
See Table of Organization.
EDUCATION AND EXPERIENCE
CPR certificaion required.

Requirements
No additional requirements from any stated in the above description.