ED Liasion

Franciscan Alliance, Inc.•Lafayette, IN

3d•Onsite

About The Position

Our ED Liaisons serve as the patient experience champion for the Emergency Department waiting area, focused on service excellence, communication, and proactive support to patients and families. In this role you will work to maintain consistent communication, managing expectations, supporting patient comfort needs, and monitoring for changes in condition that require clinical escalation.

Requirements

High School Diploma/GED
2 years healthcare, emergency department, patient access, guest services, or clinical support
Certified Nursing Assistant (CNA) - State Licensing Board Indiana
Community Health Worker Certification (CHW) - Illinois - Community Health Worker Advisory Board Indiana- Affiliated Service Providers of Indiana
Indiana Licensure
Completion of the Franciscan PCT Basic Life Support Program (BLS) - American Heart Association

Responsibilities

Serve as the primary service excellence representative in the ED waiting area.
Greet patients and families, establishes rapport, manages expectations, and promotes a calm and reassuring environment.
Utilize service standards to ensure consistent, accurate, and compassionate communication.
Provide timely updates regarding anticipated wait times and general ED flow processes.
Ensure patients and families understand next steps in care.
Collaborate with clinical staff to communicate appropriate updates while maintaining patient privacy and confidentiality.
Proactively engage patients at risk of leaving without being seen by identifying concerns, addressing barriers, and escalating issues as appropriate.
Document and communicate concerns to nursing leadership to support patient retention and safe throughput.