Northern Light A.R. Gould
Department: Emergency Department
Position is located: Northern Light A.R. Gould Hospital
Work Type: Full Time
FTE: 1.000000:
Work Schedule: 9:00 AM to 5:30 PM
Summary:
The Emergency Department Patient Liaison serves the non-medical needs of patients and visitors to the Emergency Department. The patient liaison serves as a conduit of information between patients, their designated visitors, and the care team, and ensures that the immediate needs and concerns of each are addressed. The patient liaison has the benefit of prior customer service experience, education, and experience in behavioral health services, and ideally, experience in a medical setting. This challenging position will provide opportunity for the liaison to be a servant leader and offers potential for growth into formal leadership roles within the hospital. Because the Emergency Department is unpredictable, this role requires a high degree of flexibility, professionalism, and positive energy; the ability to develop strong working relationships while working in a busy setting; and a deep compassion for patients and visitors in the AR Gould Hospital Emergency Department.
Responsibilities:
1. Greet patients and visitors upon arrival. 2. Round in the Emergency Department to ensure patients and visitors have received comfort items as appropriate and anticipate future needs. 3. Identify potentially problematic situations involving patients and visitors and attempt to resolve problems or complaints in advance. Communicate actual and potential medical and customer services issues to appropriate staff. 4. Maintain competency of EMR Family Tracking Board. 5. Perform ED “call back” phone calls. 6. Assist ED Manager with patient satisfaction goals and recordkeeping. 7. Work closely with Emergency Department leadership to improve patient experience.
8. Assist in maintaining a clean and welcoming Emergency Department waiting area, including the stocking of patient care items. 9. Assist patients out of cars/wheelchair transportation. 10. Assist with completing patient thank you cards. 11. Employee will be required to complete CPXP (patient experience) training within 2 years of hire. 12. De-escalation training will be provided prior to the conclusion on the orientation period.
Education/Other information:
1. Education in behavioral services, social work, etc. and related experience. 2. 6+ months of clerical and/or customer service experience in a hospital, clinic, or physician’s office is preferred. 3. A desire to grow professionally. 4. Ability to read, write, and speak effectively in English; bilingual language skills are a plus. 5. Ability to deal with conflict in a positive manner. Maintain awareness of, responds to, and considers the needs, feelings, and capabilities of others. 6. Ability to handle stressful situations and maintain composure in presence of patients, families, guests, and employees. 7. Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations. 8. Ability to work independently. 9. A desire to improve the patient experience and invested success of the Emergency Department. 10. Ability to work effectively with a multidisciplinary team. 11. Ability to multi-task while contending with multiple interruptions. 12. Solid PC skills to include MS applications, Internet, utilization of socialization platforms such as Zoom, Teams, etc.
13. Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience. 14. Ability to maintain quality, safety, and infection control
Competencies and skills:
Essential:
- Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
- Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
- Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
- Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
- Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
- Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
- Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
- Word processing, spreadsheets, data entry, database experience and other computer related skills.
- MS Teams
- Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
- Zoom
Working conditions:
Essential:
- Prolonged periods of sitting.
- Prolonged periods of walking.
- Lifting, moving and loading less than 20 pounds.
- Potential exposure to diseases or infections.
- Potential exposure to very hot or cold temperatures.
- Potential exposure to noise levels being uncomfortable.
