Patient Liaison

JOB SUMMARY:

Serves as a liaison for patients, family members, and visitors to assist with comfort, communication, health education and resolution of concerns. Follows and adheres to the Ephraim McDowell Health nursing professional practice model if applicable. Performance that accomplishes patient and family centered care as central to practice and a foundation of caring, compassion, competence, communication, collaboration and teamwork. Responsible to participate in shared nursing leadership to accomplish positive outcomes, education, respect, dignity and safety for the patient and their family. Accountable for leadership of self and others. Exhibits the values of F.I.R.S.T. (Friendliness, Innovation, Respect, Service, and Trust).

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Performs daily compassionate care rounding for all inpatient units on newly admitted (1st day) patients and follows up on 3rd day rounds. Offers amenities – toiletries, blankets, stuffed animals, entertainment, books, playing cards, coloring and sodoku/crossword puzzles, etc.

• Manages Patient Experience department volunteer program when volunteers are available.

• Informs patients of their rights (including visitors) and to speak up to ensure their safety. Distributes Patient Experience department contact information, ensures whiteboards are current and patient information folders are being utilized.

• Offers interpreting services to ensure effective communication and educates staff on properly using and documenting interpreting services.

• Performs daily rounds in the Emergency Room and Surgery including waiting areas to address real time concerns and provide other assistance as needed.

• Coordinates communication between families, patients, and clinical staff. Provides patients and families with information on hospital services, staff recognition programs, procedures, and protocols. Assists patients with completing Daisy and GEM award nomination forms.

• Encourages family involvement by ensuring communication with family about patient's condition by offering video conferences or phone calls and arranging family involvement in discharge planning and care transitions.

• Educates patients and families on advanced directives, disease processes, infection control and PPE use, healthcare processes and medications.

• Responds to emergency conditions (Code Blue, Trauma, & Rapid Response).

• Provides emotional support to patients and families in times of need (i.e. codes, emergency situations, or day to day as voiced by a patient or family member).

• Serves as an advocate to the patient and a negotiator for the hospital. Maintains a neutral position in times of conflict and is able to be objective, listen, and validate the patient's concern without incriminating the Hospital.

• Maintains a calm disposition and professionalism in emergency situations, Maintains a cheerful and welcoming attitude despite sometimes intense, stressful situations.

• Pro-active in resolving issues as they arise. Skilled in conflict resolution and de-escalation techniques.

• Educates staff about Service Recovery Program and gives patients and families tokens as appropriate.

• Escalates patient complaints to grievance system coordinator, notifies unit Manager/Director of immediate issues.

• Collaborates with Hospice providers and case management department on complex patient needs.

• Recognizes patient birthdays and distributes special occasion/holiday gifts.

• Creates positive relationships with front line staff and explains how the Patient Experience department provides support for them. Assist staff in implementing best practices. Identifies clinical staff members for Patient Experience Committee. Educates staff on new policies and initiatives.

• Key member of Patient Experience Team. Identifies common causes of patient dissatisfaction and patterns in each unit. Recommends work flow process improvements.

• Assists with service recovery across the organization.

• Assists in creating patient oriented programs (massage, animal therapy, music therapy, etc.)

• Offers staff education and coaching on an individual basis, by attending unit staff meetings and by assisting with PX 101 customer service training.

• Consider the age of the patient served, apply knowledge of growth and development and age specific techniques through the life span (neonates/infants, pediatrics, adolescents, adults, and geriatric patients) when planning and implementing care.

• Exemplifies high level of confidentiality.

• Contributes to the achievement of the mission and philosophy of the Organization and the Patient Experience Department.

• Committed to professional accountability and growth to maintain and expand knowledge and skills as directed.

• Demonstrates a commitment to incorporating the core concepts of patient family centered care into practice (dignity, respect, information sharing, and participation).

• Demonstrates a commitment to the development and implementation of shared governance across the Organization.

• Contributes to the effective operations of the Organization by demonstrating dependability in job performance.

• Cross trains with Grievance System Coordinator and supports Patient Experience Department initiatives as necessary.

• Performs other related duties as assigned.

WORKING CONDITIONS, HAZARDS AND PHYSICAL EFFORT:

This job requires the ability to: 1) manage routine pressures when dealing with people in stressful situations and 2) maintain a positive attitude, professional manner and the ability to be objective and aware of patient/family members/visitor perceptions. The tasks of this job may involve exposure to blood and/or body fluids and possible transmissible diseases. This position requires the Associate to move or position up to 25 lbs. independently. This position is for a standard work week with occasional weekday evenings to participate in PFAC events.

CONTACTS WITH OTHERS:

Has contact with patients, patient's families, visitors, physicians, vendors, and Associates. This position requires excellent oral and written communication skills and the ability to interact professionally with medical staff, other professionals, governmental agencies, and the general public in the communities we serve.

SPECIAL SKILLS REQUIRED:

Excellent written and verbal communication; active listening, building relationships, resolving conflict, coordination, time management, detail oriented, multi-tasking, prioritizing, human relations; working under pressure and must have the ability to be tactful and diplomatic. Microsoft Office (Word, Excel, PowerPoint), Google Platform, Spreadsheet, Database Entry, and efficient computer skills are required.

Three to five (3-5) year's experience in Healthcare customer service is preferred