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Patient Liaison Specialist
2 months ago
Patient Liaison Specialist - CRMH
Employment Status: Full time
Shift: Day/Evening
Facility: CRMH - Carilion Roanoke Memorial Hospital
How You'll Contribute to Healthcare Transformation
As a vital resource for patients and their families, you will engage in effective communication, demonstrating courtesy, confidentiality, and professionalism in every interaction. Your role will involve addressing and resolving potential issues within the Emergency Department, ensuring a seamless experience for all.
This position is pivotal in delivering exceptional customer service and managing risks, facilitating the resolution of complaints, or escalating them to the appropriate personnel when necessary. You will enhance the Emergency Department experience by acting as a liaison, discussing quality of care, and promoting communication between patients and healthcare providers.
The Patient Liaison Specialist will collaborate closely with medical staff to develop optimal care plans, ensuring the best outcomes for patients and their families. Your efforts will foster a professional environment in the Emergency Department, emphasizing excellence in patient care and customer service.
- Identify, assess, and respond to inquiries, concerns, and complaints.
- Provide emotional support and connect patients and families to hospital and community resources during crisis situations.
- Facilitate the resolution of conflicts that may arise among patients, families, and hospital staff.
- Monitor and assist patients awaiting care, working to minimize the number of patients who leave without being seen.
- Advocate for and implement programs and initiatives that enhance patient and family services, including administering customer service surveys as directed.
- Serve as a resource regarding patient rights, hospital policies, and advance directives.
- Provide information on available community resources for patients and staff, including assistance with transportation through insurance agencies.
- Promote professional development by participating in educational opportunities.
- Assist with phone inquiries at nurses' stations, ensuring compliance with HIPAA guidelines.
- Collaborate with Pastoral Care to manage Trauma and Gold Alerts, addressing questions from patients and families during challenging times.
- Aid in the transition of patients from the waiting area to the Emergency Department.
What We Require
Education and Experience A Bachelor's degree is required, or 4 years of relevant experience may be considered in lieu of a degree.
Licensure/Certifications/Registration BLS certification is required.
Other Minimum Qualifications Exceptional interpersonal and communication skills are essential.
About Carilion
Carilion Clinic is an innovative, mission-driven health system that values collaboration and the sharing of ideas. We are committed to progress and partnerships, fostering a culture of continuous learning and curiosity.
Headquartered in Roanoke, Virginia, Carilion encompasses a network of award-winning hospitals, trauma centers, and multi-specialty physician practices, along with The Virginia Tech Carilion School of Medicine and Research Institute.
At Carilion, you have the opportunity to carve your own path, discover new possibilities, and make a meaningful impact in the community.
