Family Experience Liaison | Full-Time, 8am-4pm | Scottish Rite

Children's Healthcare of Atlanta

5d•Onsite

About The Position

The Family Experience Liaison creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. The role visits newly admitted patients daily to discuss hospital services and visits long-term patients as needed. It connects patients, families, and visitors with support services available at Children’s Healthcare of Atlanta, including MyChart Bedside, advocates for their needs during their stay, and supports customer service initiatives in designated departments. The liaison provides non-clinical information and support, documents patient and family interactions, follows up on concerns, and coordinates with hospital staff and departments to address service issues. The position is based at the Scottish Rite location and has a stated Monday–Friday schedule, with shift hours of 8:00 AM–4:00 PM.

Requirements

At least 3 years of customer service experience.
Bachelor’s degree; alternatively, 5 years of experience with an associate degree or 7 years of experience with a high school degree.
Heartsaver Certification within 1 year of employment.
Excellent customer service and communication skills, including communicating effectively in person, in writing, and by phone.
Ability to work effectively in pressured situations and diffuse escalating situations.
Strong problem-solving skills.
Proficiency with Windows and technology, including Microsoft Office (Word, Excel, and Outlook).
Self-starter able to work with minimal supervision.
Ability to work as part of a team.
Ability to adapt quickly to change while maintaining a positive attitude.

Nice To Haves

Experience in healthcare.
Knowledge of medical terminology.
Proficiency in Spanish.

Responsibilities

Trend NRC Health service data related to bedside manner and interactions between staff, patients, and families, and partner with Family Experience Specialists on possible best practices and process improvements.
Provide liaison services between customers and hospital staff; visit and round on patients and families in designated areas; follow up on reported problems; and respond to questions about hospital services and policies.
Document rounds in Rounds+ and send service alerts as needed while collaborating with unit leadership to resolve issues.
Provide information and coordinate with other functions and departments to support good service, including provisioning MyChart Bedside tablets to admitted patients.
Serve as a family contact, advocate, and resource for non-clinical concerns, needs, and available hospital services, including food services, environmental services, engineering, room service, visiting hours, the phone system, and sleep sofas.
Refer medical care issues to nursing leadership and partner with Patient Representatives on clinical issues.
Advise relevant departments of patient, parent, or customer concerns requiring staff intervention.
Process accurate and timely patient/contact paperwork in accordance with HIPAA standards, including required consents for MyChart Bedside tablets.
Document each round when it is completed.
Follow up with patients after their hospital stay regarding the services they received.
Provide weekly and monthly reports to the supervisor or manager.
Provide coverage at all locations by picking up shifts or assisting at other campuses, unless hired for a specific department.
Maintain a positive impression of the hospital and serve as a service-excellence role model for staff.
Perform other duties as assigned by the manager or director.