Patient and Family Care Liaison

University of Maryland Medical System•Easton, MD

13d

About The Position

Under direct supervision, assists with the daily operations of an assigned unit or department. Greets patients, families, and visitors and builds relationships that facilitate communication with staff and physicians and support the plan of care. Provides a high level of service by answering questions and directing patients and families as needed. The role requires professionalism, emotional maturity, sensitivity, confidentiality, and the ability to work effectively in a dynamic, fast-paced, team environment.

Requirements

High school coursework and a high school diploma, High School Equivalency Certificate (GED), or equivalent experience.
At least one year of customer service experience.
Highly effective interpersonal and verbal communication skills, including courtesy, resourcefulness, and efficiency when answering questions, giving directions, locating hospital personnel, and explaining policies and procedures.
Ability to adapt communication style and tone to the situation.
Ability to demonstrate positive guest relations when dealing with challenging people and difficult situations.
Effective listening and problem-solving skills.
Basic computer-use knowledge and ability to train in the appropriate use of EPIC applications.
Professional telephone etiquette.

Nice To Haves

Experience in a hospital or health care setting.

Responsibilities

Greet families and visitors upon arrival and orient them to unit or department processes, including communication with clinical staff and patient visitation.
Build professional relationships with patients, families, physicians, and staff; anticipate family needs in waiting and patient rooms; and provide excellent service to a culturally diverse population.
Remain calm and positive during frustrating, crisis, or emotionally charged situations and model customer service behaviors.
Communicate patient and family needs to nursing staff and independently provide comfort items such as blankets, linens, and other amenities.
Coordinate communication for families in delicate or stressful situations and manage requests while following departmental and hospital policies.
Address patient and family concerns sensitively and without judgment.
Work cooperatively to resolve issues using Act with HEART service recovery strategies, exercising integrity, accountability, and appropriate judgment.
Collaborate with other departments and refer issues when appropriate, including to Pastoral Care, Social Work, Interpreters, Food and Nutrition, Security, Volunteers, Parking, and Nursing.
Participate in meetings with other Patient and Family Liaisons and support the growth and development of the role.
Maintain waiting-area supply inventory, when applicable, and ensure reading materials and amenities are available.
Identify family and visitor perceptions of services and provide feedback to staff to support service improvements and meaningful relationships with hospital staff.
Comply with applicable regulations, including HIPAA, corporate compliance, and safety requirements, and maintain strict confidentiality of patient matters.
Contact Safety, Security, Environmental Services, or Facilities Management when necessary; monitor the environment and promptly report safety concerns.
Perform related duties as required.