Patient and Family Care Liaison

4 days ago

Reston, Virginia, United States University of Maryland Medical System Full time
Job Title: Patient and Family Care Liaison

At the University of Maryland Medical System, we are committed to providing exceptional patient care and service. As a Patient and Family Care Liaison, you will play a vital role in ensuring that our patients and their families receive the highest level of service and support.

Job Summary:

The Patient and Family Care Liaison will work under the direct supervision of the Emergency Department team to assist with daily operations. This includes greeting and establishing relationships with patients, families, and visitors to facilitate communication with staff and physicians and support the plan of care.

Key Responsibilities:
  • Greets and orients families and visitors to the Emergency Department, explaining the processes associated with the unit or department.
  • Develops strong relationships with patients, families, physicians, and staff to ensure a professional and consistent experience.
  • Anticipates the needs of families in waiting rooms and patient rooms, ensuring excellent customer service.
  • Communicates effectively with nursing staff, offering comfort items and coordinating communications for families in delicate situations.
  • Maintains a positive attitude, professional appearance, and genuine demeanor, while working in a team environment.
  • Coordinates with other departments, referring issues when necessary, and participates in meetings with other Patient and Family Liaisons.
  • Assures reading materials and amenities are available to patient families in waiting areas.
  • Identifies family/visitor perception of services and provides feedback to staff to enhance service.
  • Complies with applicable regulations, maintaining strict confidentiality of patient matters.
Qualifications:
  • High school diploma or equivalent experience.
  • Minimum one year of customer service experience, preferably in a hospital or healthcare setting.
  • Highly effective interpersonal and verbal skills, including courtesy, resourcefulness, and efficiency.
  • Ability to adapt communication style and tone to fit the situation.
  • Bilingual Spanish speaking candidates are preferred.
Working Conditions:
  • Shift work and overtime may be required.
  • Expected to comply with the hospital's inclement weather policy.
  • Usual front office conditions involving high-volume public contact, with limited exposure to infectious diseases.

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