Department: Patient Experience

Schedule/Status:

3pm-11pm; Full Time

Standard Hours/Week:

40

General Description:

Under the direct supervision of the Patient Experience Professionals, the primary function of the Patient Experience Liaison is to welcome patients, their families, and visitors as they enter the Medical Center and/or the Emergency Department (ED). The liaison will orient patients to the processes that will occur during the ED visit. The liaison will also attend to the needs of visitors and patients entering the hospital through the Emergency Room entrance. For those patients, families or visitors waiting in the ED waiting room, the liaison keeps them informed about next steps. Works closely with all services care partners regarding patient and family member needs. The position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare.

Key Responsibilities:

Welcomes all patients and visitors coming into the waiting room.

Communicates with patients and family members regarding status of next steps and helps manage expectations. Anticipates expectations and needs and addresses them proactively.

Communicates with care partners regarding patient arrival and questions or concerns from family members.

Works proactively to manage waiting area(s) to prevent issues or complaints.

Engages visitors in conversation to ease anxiety, answer questions, and make them feel welcome.

Ensures cleanliness and healing environment in waiting room.

Acts as the ADA Coordinator: knowing where the appropriate auxiliary aids are stored and how to operate them. Responsible for ensuring the maintenance, repair, replacement and distribution of such aids.

Additionally, the ADA Coordinator is responsible for working with the Human Resources & People Development Departments to ensure that all Parrish Healthcare Care Partners are trained on the auxiliary aids and services described in the Communications with Sensory Impaired or Language Barrier Patients.

Knows fire and safety procedures. Performs other duties as assigned.

Complies with National Patient Safety Goals

Requirements:

Formal Education:

High school diploma or GED required.

Work Experience:

One year to two years in Customer Service

Required Licenses, Certifications, Registrations:

BCLS through American Heart Association (to be obtained within first six months of hire)

Full Time Benefits:

Eligible to participate in a number of PMC-sponsored benefits, including:

Annual Accrual of 152 Personal Leave Bank (PLB) Hours

Health, Dental and Vision Insurance

403(b) Retirement Program

Tuition Reimbursement/Educational Assistance

EAP, Flex Spending, Accident, Critical and Other Applicable Benefits