Part time
Day (United States of America)
2331 Franklin Rd - Roanoke
R161354 Clinical Patient Liaison - Ortho Clinic (Open)


The Patient Liaison facilitates a positive hospital experience for patients and families by serving as a liaison with hospital staff to foster open communication and a positive relationship between patients and their families. Emphasizes and promotes a professional atmosphere on unit along with excellence in patient care. Abates potential problem situations. performs additional functions related to operations to meet specific needs of the department.


The Patient Liaison
- Facilitates a positive experience for patients and families by serving as a liaison with hospital staff to foster open communication and a positive relationship between patients and their families. Emphasizes and promotes a professional atmosphere on unit along with excellence in patient care. Abates potential problem situations. Performs additional functions related to operations to meet specific needs of the department. Serves as a resource person for patient, utilizing effective communication, courtesy, confidentiality and professionalism in all interactions.
- As part of the health care team, performs basic clerical and technical clinical services relating to the care, cleanliness, safety and comfort for patients of all ages. Provides quality service through a team oriented, collaborative approach to patient care.
- Promotes Carilion Clinic's Culture of Excellence and quality service through team work, respectful communication, maintenance of a professional environment, partnership with those we serve, and anticipation of patient/customer needs.
- Provides patient and visitors with directions to other floors, waiting rooms, etc. Demonstrates excellent telephone etiquette and interpersonal skills when answering phones and interacting with patient, visitors, physicians and other health care professionals. Receives and screens incoming calls via telephone and patient call system. Routes call to appropriate individuals and takes messages accurately.
- Creates a safe, comfortable, and therapeutic environment for patients and families in accordance with Carilion Clinic standards and is respectful of patient rights.
- Conducts initial follow-up with patients. As identified, appropriately refers questions/concerns to license staff for follow up complying with HIPPA Guidelines.
- Identifies and reports customer service issues that deviate from the mission, vision, and guiding principles of Carilion Clinic. Promotes prompt service recovery.
- Maintains productive, interdisciplinary, collaborative relationships with the care team to include staff, physicians, ancillary services and other internal/external care delivery partners.
- Communicates regularly with the leadership team associated with areas of responsibility.
- Enhances professional growth by participating in educational opportunities.
- Assists with other unit activities as assigned.
- Prioritizes day to day activities with minimal supervision.
- Demonstrates superior customer service skills and effective communication.
- Provides basic nursing care and performs advanced technical skills for specified age groups according to established standards. Assist patients with activities of daily living. Transports patients, supplies, specimens, equipment, etc. within the facility. Appropriately documents and reports patient observations to licensed staff
- Contributes to Carilion Clinic's performance improvement activities. Actively participates in obtaining desired service line/departmental outcomes.
- Exhibits competent knowledge of Electronic Medical Records and assists with chart audits.
- Provides support for department/unit staff scheduling, including lunch assignments.
- Reviews medical record for outstanding orders and notifies nurse of stat orders and medication changes.
- Orders department/unit supplies and equipment and stocks/organizes supplies. Processes equipment between patients as needed (cleans unit based equipment and gathers supplies needed to operate equipment). Operates and maintains general office equipment. Monitors cleanliness of patient rooms, pantry, break room, storage room and performs safety/environmental rounds. Assists with maintaining regulatory compliance. (refrigerator, glucose meters, equipment room storage, assisting with code cart checks as assigned, etc).
- Manages admissions, transfers and discharges.Coordinates patient flow into/out of area using department/area specific software and Intranet.
- Welcomes and assists patients and visitors in ED as they are moved to unit and assists with registration. Serves as “face” of the unit, adheres to dress code and exhibits service excellence behaviors at all times.
- Identifies, assesses and responds to questions, concerns and grievances. Facilitates the resolution of problematic situations that arise among patients, families and hospital staff.
- Responds to patient/family crisis situations to provide emotional support and linkage to hospital and community resources.
- Advocates, initiates, recommends and implements programs and special projects, which improve and enhance patient/family services. Assists with administering customer service surveys as assigned by the manager/director.
- Serves as aresource regarding patient rights and responsibilities, hospital policies and procedures, advance directives and organ donation.
- Enhances professional growth by participating in educational opportunities
- Assists in answering phones at nurses' stations, feeding and helping patients with phone calls.Responds to inquiring phone calls appropriately - following HIPPA guidelines.
- Provides patients and visitors with directions to other floors, waiting rooms, etc. Demonstrates excellent telephone etiquette and interpersonal skills when answering phones and interacting with patients, visitors, physicians and other health care professionals. Receives and screens incoming calls via telephone and patient call system. Routes calls to appropriate individuals and takes messages accurately.
- Completes room evaluation , making sure room is ready for occupant.
- Participates in the sitter process (if competencies appropriate).



Education: High School Graduate required.
Experience: 2 years of customer service experience with excellent interpersonal skills.
Licensure, Certification, and/or Registration: None required. Life Support: Must successfully complete AHA BLS-HCP within 6 months of hire.
Other Minimum Qualifications: Must be customer driven. Must have knowledge of medical terminology, knowledge of office procedures and equipment, proficiency in computer data entry/keyboarding, ability to use electronic medical records and good organizational skills.
This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.



Compensation Range:
$15.00 - $21.07
Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.



Recruiter:
EMILY ALLEN
Recruiter Email:
[email protected]
For more information, contact the HR Service Center at 1-800-599-2537.
Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.
For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies



Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away.
When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:
- Comprehensive Medical, Dental, & Vision Benefits
- Employer Funded Pension Plan, vested after five years (Voluntary 403B)
- Paid Time Off (accrued from day one)
- Onsite fitness studios and discounts to our Carilion Wellness centers
- Access to our health and wellness app, Personify Health
- Discounts on childcare
- Continued education and training
