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Patient and Family Care Liaison

2 months ago

Easton, Pennsylvania, United States University of Maryland Medical System Full time
Job Summary

We are seeking a highly skilled and compassionate Patient and Family Care Liaison to join our team at the University of Maryland Medical System. As a key member of our Emergency Department, you will play a vital role in ensuring that our patients and their families receive exceptional care and support.

Key Responsibilities
  • Cordially Greet and Assist Families: Welcome and orient families to the Emergency Department, ensuring they understand the processes and procedures in place.
  • Develop Strong Relationships: Foster positive relationships with patients, families, physicians, and staff to provide a professional and consistent experience.
  • Anticipate and Meet Needs: Anticipate the needs of families in waiting rooms and patient rooms, ensuring excellent customer service.
  • Communicate Effectively: Appropriately communicate patient and family needs with nursing staff, and independently offer comfort items as needed.
  • Coordinate Communications: Manage requests from patients, families, visitors, physicians, and other departments, ensuring seamless communication.
  • Display Sensitivity and Empathy: Display sensitivity to patient and family concerns, providing a non-judgmental and supportive environment.
  • Work Collaboratively: Collaborate with other departments to resolve issues and concerns, using Act with HEART service recovery strategies.
  • Maintain Supply Inventory: Maintain supply inventory, ensuring waiting areas are well-stocked with necessary items.
  • Identify and Address Concerns: Identify family/visitor perception of services and provide feedback to staff to enhance service delivery.
Requirements
  • Education: High school diploma or equivalent required.
  • Experience: Minimum one year customer service experience, with experience in a hospital or healthcare setting preferred.
  • Skills: Highly effective interpersonal and verbal skills, ability to adapt communication style and tone, and knowledge of basic computer use.
Working Conditions
  • Shift Work: Shift work and overtime may be required.
  • Inclement Weather: Expected to comply with the hospital's inclement weather policy.
  • Front Office Conditions: Usual front office conditions involving high-volume public contact, with limited exposure to infectious diseases.