Emergency Department Patient Liaison

Children's Hospital Of The King's Daughters • Norfolk, VA

394d

About The Position

The Emergency Department (ED) Patient Liaison at Children's Hospital of The King's Daughters plays a crucial role in enhancing the patient experience by facilitating communication and managing the non-medical needs of patients, families, and visitors. This position aims to improve patient flow, reduce crowding in the emergency department, and increase clinical productivity by effectively triaging patients and addressing their concerns.

Requirements

• High School Diploma or equivalent required.
• Strong organizational skills with attention to detail.
• Excellent time management skills and ability to shift priorities.
• Strong verbal, written, and interpersonal skills.
• Ability to provide outstanding customer service to both internal and external customers.
• Proficient with MS Office including Word, Excel, and PowerPoint.
• Ability to follow HIPAA policies and maintain confidentiality.

Nice To Haves

• Prior work experience in healthcare, customer service, or service recovery preferred.
• Proficiency in medical terminology preferred.
• Familiarity with HIPAA policies and procedures preferred.
• Adept knowledge and understanding of patient flow and emergency department structure.

Responsibilities

• Greets patients/families and visitors, answers inquiries, and directs them to appropriate departments.
• Escalates patient/family concerns to appropriate team members when necessary.
• Communicates effectively with patients/families to explain processes and manage expectations.
• Provides rounding with patients/families in the waiting room to keep them informed.
• Retrieves comfort items for patients and visitors and maintains a tidy waiting room.
• Communicates estimated wait-times to patients/families during high volume periods.
• Engages with patients/families frequently to enhance their experience.
• Maintains consistent communication with clinical staff throughout the shift.
• Performs all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED