Patient Liaison, Emergency Department FT M-F 11a-7p

Northeast Georgia Health System•Braselton, GA

1d•Onsite

About The Position

The ED Patient Liaison provides a wide range of support services, including providing interpretation and translation activities for non-English speaking patients and families across the entire facility. Informs departmental leadership of any cultural influences that affect the care and compliance of the patient. Acts as a highly visible and accessible patient and family advocate that serves as a liaison between patients and the organization. Offers a specific channel for patients and families for information, general assistance, and referral to appropriate resources. The ED Patient Liaison will ensure a personal touch to the patient's experience and help alleviate fears and anxieties for both patient and families, as well as be exceptionally responsive to various customer satisfaction issues. Northeast Georgia Health System is rooted in a foundation of improving the health of our communities. Our team cares for more than 1 million people across the region through five hospitals and a variety of outpatient locations. Northeast Georgia Medical Center (NGMC) has campuses in Gainesville, Braselton, Winder, Dahlonega and Demorest – with a total of more than 850 beds and more than 1,200 medical staff members representing more than 60 specialties.

Requirements

High School Diploma or GED.
One (1) year customer service-related experience.
Fluent oral/written communication skills in English and an identified foreign language (Spanish), and the ability to communicate effectively with patients/families, other healthcare staff, and external providers of service.
Ability to handle complex, timely, and confidential information with discretion and possess the ability to prioritize tasks in order to deliver high quality work, with minimal supervision, against tight time deadlines and to work confidentially and sensitively.
Demonstrate proficiency with computers and computer software.
Ability to work effectively cross-culturally.

Nice To Haves

ALTA, Bridging the Gap, or other medical interpretation certification.
Bilingual in both English and an identified foreign language (Spanish).
Knowledge of medical terminology.

Responsibilities

Maintains ongoing communication with patients and their families.
Makes periodic rounds of the waiting room, examination areas, lobby, emergency department etc. to check in with patients and/or families and assess satisfaction and comfort level.
Communicates any concerns with Triage team and/or Charge Nurse when needed.
Assists patients and families by obtaining answers to questions including non-clinical information on the status and causes of delays.
Provides directions to other areas of the hospital such as the cafeteria, public restrooms, chapel etc.
Provides general, public information regarding other hospital services and programs.
Renders a complete and accurate interpretation without altering, omitting, and/or adding anything to the meaning of what is stated or written.
Verbal interpretation may include interpretation of profane language.
Remains neutral in interpretations allowing each party to express themselves.
Separates personal belief from those of the other parties.
Assists with interpretation of unit forms, as well as communication regarding consent forms and obtaining patient signatures.
Coordinates time with staff and physicians for scheduled appointments for identified foreign language speaking patients.
May assist as needed or as necessary in quality control for translated documents from English to an identified foreign language (Spanish).
Enhances customer satisfaction by actively supporting and demonstrating a customer service-oriented approach to the patient experience.
Identifies opportunities for enhancing customer service and improved patient management within the diverse cultural population of the Health System.
Addresses culturally based miscommunication when necessary by sharing cultural information with the patient and the provider(s) when relevant to the patient's care.
Maintains confidentiality and respects patient privacy.
Performs in a manner that respects HIPPA laws.
Demonstrates a positive, calm, helpful, respectful, team player attitude in situations with patients, families, physicians, and coworkers.
Present a positive public relations image as caring, courteous, attentive.
May be required to assist Rehabilitation Therapists.
Considers patient’s safety and modesty by properly draping with item such as sheet, rope, and slippers.
Makes appropriate Therapist or assistant aware of any notable patient responses.
Assists other team members to accomplish their job duties.
Performs data entry/retrieval and other computer activities as necessary, and accurately completes various documentation required for transactions.
May be required to visit new inpatients within twelve (12) hours of admission so that patients/families have adequate opportunity to express non-medical needs.
Encourages patient to call representative with any concerns, and maintains accurate daily logs on patient visits.
Provides information, general assistance, complaint resolution, and referral to appropriate resources for satisfactory solutions to each concern in a pleasant and congenial manner, communicating clearly and relating well to others.
Answers questions correctly regarding hospital policies, procedures and refers patient/family to other departments as appropriate.
Gives continuous attention and is exceptionally responsive to patient needs.
Escalates unresolved high-risk incidents to Manager.
Participates in training and orientation of staff members to maintain staff competency, and ensures knowledge is updated as more services/duties are added to the department.
Orients and educates new employees to the department.
Attends and completes mandatory education courses as required.
Performs other duties as assigned.