Patient Liaison- Emergency Department

Baystate Health • Springfield, MA

6d • Onsite

About The Position

Baystate Health is seeking a Patient Liaison to join the Emergency Department team at Baystate Medical Center in Springfield, Massachusetts. The department cares for a diverse adult patient population and works closely with physicians, nurses, and interdisciplinary teams to provide safe, compassionate, high-quality care. The Patient Liaison supports patients, families, visitors, and department operations through communication, coordination, and compassionate assistance.

This is a full-time position working 36 hours per week on 12-hour night shifts from 7:00 p.m. to 7:30 a.m. Weekend work is required every other Friday and Saturday, as is work on every other holiday.

Requirements

• GED or HiSET.

Responsibilities

• Greet and assist patients, families, and visitors by providing directions, information, and guidance throughout the Emergency Department.
• Serve as a liaison between patients, families, and care teams to support timely and accurate communication.
• Conduct regular rounds in waiting and treatment areas to identify needs, provide updates, and address concerns.
• Promote a welcoming and supportive environment while delivering compassionate, age-appropriate care.
• Manage challenging interactions professionally using effective communication and de-escalation techniques.
• Coordinate discharge transportation, arrange escorts, and assist with virtual communication between patients and families.
• Support department operations through teamwork and respectful communication, and escalate patient concerns in a timely manner.

Benefits

• Medical, dental, and vision coverage, including local Health New England plans, depending on eligibility.
• Tuition assistance, CEUs, and professional development opportunities.
• Clinical advancement, leadership development, and internal career opportunities.
• Career options across Baystate Health hospitals, practices, and services throughout western Massachusetts.
• Retirement savings and employer match.
• Generous paid time off for eligible employees.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED