Patient Liaison

Emergency Room Patient Liaison Job Responsibilities

The Emergency Room Patient Liaison will be working to assist patients and patient’s family members who has come to our facility for care. They are representing the expectation of the Board and Administration regarding providing our patients with the utmost positive experience while visiting our facility. The Liaison will use their knowledge of the hospital’s policies and processes to effectively deliver services and to facilitate patient care. They will support patients and family members who have questions and listen with empathy and concern while advocating and ensuring patients that concerns are taken seriously. If circumstances warrant, the patient will escalate major concerns immediately to the Nurse Manager or Clinical Director of the Emergency Room or the Patient Representative.

Qualifications:

-Knowledge of the facility, policies, processes and resources.

-Familiarity with ER organization

-Ability to remain calm and reassuring to patients/families and staff in critical areas/times.

-Ability to interact with ER clinical personnel and other Support Services departments.

-Ability to convey genuine caring and concern on a consistent basis.

-Exceptional skill at listening with empathy, caring for all members of different cultural communities.

-Ability to access patient situations that may need escalating to other members of unit/facility for assistance

-Familiarity with hospital patient electronic information.

-Proficiency in Excel application

-Bilingual preferred.

Responsibilities:

Responsible for meet and greet all ER patients whether in waiting room or treatment area. Following said patient through their experience in ER.

Capturing any comments or concerns-following through with requests on questions or escalating concerns. Provide communication along with clinicians specifically concerning delays and plan of care while patient is in ER.

Continually rounding on unit including contacting Environmental Services when waiting, treatment or restroom areas need attention. Providing comfort items to patients such as blankets, pillows, coloring books/crayons to Pediatric patients, etc.

Assisting Emergency Room clinical staff by transferring samples to lab or escorting patients to other areas of hospital such as Radiology.

Working in conjunction with Central Scheduling to provide patients with clinical specialists’ information for follow up appointments.  

On discharge, communicate with patient on who to contact if there are questions about their stay and providing patient with information regarding post-discharge phone calls.

Documenting any concerns/issues daily on excel report to track trends and identify opportunities of improvement.

Conduct 10 or more daily discharge phone calls to collect compliments and concerns and to assist with any questions. Contacting Patient Representative if patient is speaking about major issues during ER visit.