Patient Representative - Nights; Monday, Tuesday, Wednesday 7pm - 7am

Carilion Clinic•Roanoke, VA

6d•$17 - $24•Onsite

About The Position

The Patient Liaison supports patients and families by facilitating communication, coordinating resources, and enhancing the overall patient experience. This role serves as a key resource within the hospital, addressing concerns, resolving issues, and connecting patients to appropriate services.

Requirements

Bachelor's degree required or 4 years of relevant experience in lieu of degree.
Minimum of 1 year of experience working with the public is required.
Strong interpersonal, communication, and conflict resolution skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Demonstrated ability to maintain confidentiality.

Nice To Haves

Knowledge of community resources and patient support services preferred.

Responsibilities

Works collaboratively with medical staff to support optimal patient care plans and outcomes.
Serves as a liaison between patients, families, and healthcare teams to promote communication and understanding.
Advocates for patients and families by identifying needs and coordinating appropriate services and resources.
Identifies, assesses, and responds to patient and family questions, concerns, complaints, and grievances.
Facilitates resolution of complex or sensitive situations involving patients, families, and staff.
Provides emotional support to patients and families during crisis situations.
Monitors patient flow when working in the Emergency Department and assists in reducing “left without being seen” (LWBS) rates.
Supports patient placement, including movement from waiting areas and discharge lounge coordination.
Connects patients with available community resources.
Works with insurance agencies to assist with patient transportation.
Collaborates with interdisciplinary teams including Risk Management, Pastoral Care, and community partners.
Assists with public-facing activities such as education, outreach, and special programs to enhance patient experience.
Participates in initiatives to improve patient satisfaction and service excellence.
Administers and supports patient experience surveys and feedback processes.
Serves as a resource regarding patient rights and responsibilities, hospital policies and procedures, advance directives, and organ donation.
Maintains compliance with HIPAA and confidentiality standards in all interactions.
Assists with front-line communication including answering phones and supporting patient inquiries.
Promotes a professional, patient-centered environment focused on quality care and service excellence.
Enhances professional development through participation in education and training opportunities.