Clinical Liaison Service Representative

CLINICAL LIAISON SERVICE REPRESENTATIVE

EMERGENCY DEPARTMENT

 

 

 

Position Summary

 

Responsible for supporting the Emergency Department by providing front-line customer service care to patients and families.  This individual will proactively communicate with patients and families providing information assistance, responding and resolving concerns, and supporting patients and families during the Emergency Department experience. Accountable to the patient and family for assistance provided, and to the patient care manager for the totality of work performance. 

 

Responsibilities

 Identifies with the patients/families' expectations regarding the ED visit and shares this information with the ED clinical team to enhance interventions and communications.Provides direct communication to the clinical supervisor/charge nurse, ED physicians, ED clinicians, and patients/family. Facilitates communications between patient/family and ED team as approved by clinical supervisor/charge nurse and ED physicians throughout the ED visit.Provides a support system to families under stressful situations.Makes arrangements for hospitality cart/pastoral services for grieving familiesMaintains responsibility for the waiting area/greet areas of the ED and daily responsibility for the maintenance and appearance of the area. Initiates communications with other departments (i.e. housekeeping, public relations, and maintenance) as necessary to assure a safe and inviting department. Proactively provides comfort measures (pillows, warm blankets, reading material, tissues, etc.) to patients /families.Assures that appropriate RN/LPN or physician clears dietary interventions before providing that need to the patient.Receives customers' concerns directly or by telephone, email, and letter. Follows-up, resolves and closes the customer concern or ascertains who can best resolve or participate in the resolution of the concern and routes it to the proper person.

Requirements

 Possess excellent verbal and written communication skills.Experience in a front-line customer service role required; service recovery related experience preferred.Prior health care / patient care experience preferred.Demonstrated analytical abilities combined with strong problem solving skills.Functional knowledge of medical terminology strongly preferred.High School Diploma or GED required.

Benefits Include:Low cost, high coverage health insuranceFree dental insurancePension Plan & 403BTuition assistanceFlexible spending planFree wellness center accessFree parking

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