Patient Access Emergency Department

Albany Medical Center • Albany, NY

1d • Onsite

About The Position

The primary responsibility of the Emergency Department Access Liaison is to be the first point of contact for patients, family members and visitors. The Liaison will assist triaging needs and provide direction for the request. The Liaison is located the Waiting Room of the Adult Emergency Department and has the responsibility to manage inquiries from patients and families regarding wait times, desire to visit loved ones, or other general questions. During a trauma may be first contact to assure Family Room is available and needs of the family are met until such time as Social Work and/or Pastoral Care are able to assume responsibility. The Liaison is responsible for managing visitor flow in concert with the clinical care provider needs. The Liaison will ensure that the patient’s visitors are comfortable and knowledgeable regarding Organizational and Visitor Guidelines and will assist in providing an optimal patient experience in the Emergency Department Responsible for Emergency Department Visitor Flow; working directly with Clinical Staff to ensure patients may have visitors During a Trauma event, the Liaison may be first point of contact for family; Family Room will be prepared for the family, and Liaison will be point of contact until Social Work or Pastoral Care arrive Point of contact for patient, family and visitor questions regarding Wait Times; Patient Status; Wayfinding Assures interactions with patients, families and visitors are handled with diplomacy, respect and calm demeanor Responsible for managing high-stress, volatile situations with ease Contributes to a safe and secure environment for patients, visitors, colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce

Requirements

• High School Diploma

Responsibilities

• Be the first point of contact for patients, family members and visitors
• Assist triaging needs and provide direction for the request
• Manage inquiries from patients and families regarding wait times, desire to visit loved ones, or other general questions
• During a trauma may be first contact to assure Family Room is available and needs of the family are met until such time as Social Work and/or Pastoral Care are able to assume responsibility
• Manage visitor flow in concert with the clinical care provider needs
• Ensure that the patient’s visitors are comfortable and knowledgeable regarding Organizational and Visitor Guidelines
• Assist in providing an optimal patient experience in the Emergency Department
• Responsible for Emergency Department Visitor Flow; working directly with Clinical Staff to ensure patients may have visitors
• During a Trauma event, the Liaison may be first point of contact for family; Family Room will be prepared for the family, and Liaison will be point of contact until Social Work or Pastoral Care arrive
• Point of contact for patient, family and visitor questions regarding Wait Times; Patient Status; Wayfinding
• Assures interactions with patients, families and visitors are handled with diplomacy, respect and calm demeanor
• Responsible for managing high-stress, volatile situations with ease
• Contributes to a safe and secure environment for patients, visitors, colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce

Benefits

• Excellent health care coverage with no copay at Albany Medical Center providers
• A wide array of services and programs to support emotional, physical, and mental wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees