Emergency Department Liaison

POSITION SUMMARY:

Provides support to patients and families in the Emergency Department. Answer questions, provides updates and tries to help make them more comfortable. Serves as a liaison between patients, families, visitors and Emergency Department staff. Investigates and responds to inquiries and complaints. Analyzes issues and feedback and recommends interventions and solutions. Facilitates the communication of information for patients who are waiting for tests and treatment as well as families/visitors who are waiting for patients. Helps to create a therapeutic environment in the waiting room.

Position: Emergency Department Liaison

Department: Emergency Department

Schedule: 40 Hours (Days/Evenings/Nights)

ESSENTIAL RESPONSIBILITIES / DUTIES:

Serves as liaison between patients, families, visitors and Emergency Department staff

• Meets and greets patients, families and visitors as they arrive in the Emergency Department. Offers guidance regarding steps to triage, etc.

• Provides intermittent updates on the patient's status and anticipated discharge disposition

• Escorts family and visitors to be with the patient, when appropriate.

• Investigates and responds to inquiries and complaints from patients, family members and visitors. Works collaboratively with staff to facilitate short term interventions and develop long-term solutions intended to enhance the patient experience. Communicates as needed with Nursing Leadership directly. Initiates service recovery, when necessary. Maintain in depth knowledge of Emergency Department operations and keeps family members/visitors informed. Maintains in depth knowledge of hospital amenities including but not limited to restrooms, cafeteria, gift shops, chapel. Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.

• Utilizes BMC's Core Values and Behavioral Standards as the basis for decision making and to uphold the hospital's mission

• Follows established hospital infection control and safety procedures.

• Open to training in de-escalation Performs other duties as assigned or as necessary

Must adhere to all of BMC's RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• High School Diploma required. Bachelor's degree preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• Prior customer service and service recovery experience required

KNOWLEDGE AND SKILLS:

• Strong listening skills and communication skills

• Ability to multi-task in a busy environment

• Appreciate diversity and people of different cultures

• Excellent problem solving skills; ability to assess reasons for failures and adjust future approaches

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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