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Patient Care Liaison

2 months ago

Springfield, Illinois, United States Memorial Health University Medical Center Full time

Overview:

The Patient Care Liaison is responsible for delivering clear and timely communication to families in the surgical waiting area. This role involves providing guidance on directions and the location of various services, while actively addressing any inquiries or concerns to ensure the best possible experience for our customers.

    • Part-Time Position
    • Shift: 03:30 PM - 07:30 PM
    • Schedule: Monday - Friday
    • Weekends: Not Applicable

Qualifications:

Education:

  • High school diploma is mandatory.

Licensure/Certification/Registry:

  • CPR certification must be obtained within 30 days of employment.

Experience:

  • Preferred: Two years of proven experience in customer service, business office settings, healthcare-related environments, or communication centers.

Skills and Abilities:

  • Proficient in computer applications including Email, Internet, Microsoft Office, and the ability to learn new software as required.
  • Exhibits outstanding customer service and communication skills (in-person, written, and telephonic), maintaining a positive demeanor and providing emotional support.
  • Capable of reading, comprehending, and following both oral and written instructions.

Key Responsibilities:

  • Execute waiting room responsibilities in accordance with established protocols and supervisor directives.
  • Facilitate check-ins for family members of patients to keep them informed about progress updates.
  • Act as a resource and guide for families in the waiting area.
  • Continuously assess customer satisfaction and address any issues or complaints with the appropriate personnel.
  • Report maintenance or housekeeping concerns to the relevant departments.
  • Engage with various hospital staff, patients, and visitors to enhance patient care delivery and foster positive relationships.
  • Conduct hourly rounds to ensure a welcoming environment.
  • Collaborate effectively with team members, integrating efforts with fellow employees and physicians.
  • Greet and direct visitors with courtesy.
  • Answer phone calls promptly, identifying the unit, self, and job title, and place calls as requested.
  • Utilize the paging system for physicians, anesthesiologists, and other personnel as needed.
  • Adhere to hospital guest relations programs, goals, and the Memorial Health Statement of Values.
  • Maintain confidentiality regarding patients and their families.
  • Process and relay information accurately and clearly according to established protocols.
  • Prioritize incoming information effectively.
  • Operate hospital computer systems and multi-line phones proficiently.
  • Manage office equipment with care and efficiency.
  • Request services and maintain supplies and equipment for the unit, ensuring proper placement and adequate stock of necessary forms.
  • Contribute to the efficient operation of the unit in support of patient care.
  • Comply with hospital and departmental policies, procedures, and behavioral expectations.
  • Follow designated communication lines and authority within the department.
  • Assist in maintaining a clean and professional work environment.
  • Support the training of new staff members.
  • Participate in unit staff meetings as required.
  • Meet punctuality and attendance standards.
  • Utilize time and resources effectively and efficiently.
  • Cooperate with all healthcare team members.
  • Maintain personal hygiene and professional appearance.
  • Accept responsibility for the accurate and timely completion of assigned tasks.
  • Perform other related duties as assigned.