Emergency Department Liaison

Boston Medical Center•Boston, MA

1d•Onsite

About The Position

Provides support to patients and families in the Emergency Department. Answers 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.

Requirements

High School Diploma required.
Prior customer service and service recovery experience required
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

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

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.