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Patient Care Liaison
2 months ago
Patient Care Liaison - CRMH
Employment Status: Full time
Shift: Day/Evening
Facility: CRMH - Carilion Roanoke Memorial Hospital
How You'll Contribute to Healthcare Transformation
The Patient Care Liaison acts as a vital resource for patients and their families, employing effective communication, courtesy, confidentiality, and professionalism in every interaction. This role involves problem-solving with patients and families to help alleviate and resolve potential issues within the Emergency Department. The Patient Care Liaison provides essential customer service and risk management, ensuring that complaints are addressed or escalated to the appropriate personnel. By facilitating a positive experience in the Emergency Department, this position serves as a liaison between patients and medical staff, discussing quality of care and enhancing communication.
The Patient Care Liaison collaborates with medical professionals to establish the best patient care plans, striving for optimal outcomes for patients and their families. This role promotes a professional environment in the Emergency Department while emphasizing excellence in patient care and customer service.
- Identifies, evaluates, and addresses questions, concerns, and complaints.
- Provides emotional support and connects patients and families to hospital and community resources during crisis situations.
- Facilitates the resolution of challenging situations involving patients, families, and hospital staff.
- Monitors and assists patients awaiting care, working to minimize the number of patients who leave without being seen.
- Advocates for and implements programs and special projects aimed at enhancing patient and family services. Assists with administering customer service surveys as directed by management.
- Serves as a resource regarding patient rights, hospital policies, and advance directives.
- Acts as a resource for available community services for Emergency Department staff and patients, including assistance with patient transportation through insurance agencies.
- Engages in professional development by participating in educational opportunities.
- Assists with phone inquiries at nurses' stations, ensuring compliance with privacy regulations.
- Collaborates with Pastoral Care to manage Trauma and Gold Alerts, addressing questions from patients and families during sensitive situations.
- Aids 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 organization where innovation thrives, collaboration is encouraged, and ideas are valued. As a not-for-profit, mission-driven health system, we are built on progress and partnerships. Our courageous team is always learning, remains resilient, and is forever curious.
Headquartered in Roanoke, Virginia, Carilion encompasses a robust network of award-winning hospitals, trauma centers, multi-specialty physician practices, and educational institutions.
At Carilion, you can forge your own path, discover new opportunities, and, most importantly, make a meaningful impact. Join us in a community where kindness prevails and life is fulfilling.
