Surgical Liaison

Beth Israel Lahey Health•Beverly, MA

62d•$20 - $26•Onsite

About The Position

The Surgical Liaison is a key member of the perioperative team, assigned to the surgical waiting area to facilitate communication among patients, families/friends, physicians, and perioperative staff. This role serves as the primary point of contact for non-clinical updates, ensuring a positive, informed, and supportive experience throughout the surgical journey. The Surgical Liaison plays a critical role in enhancing patient and family satisfaction by supporting communication, coordinating interactions, and guiding families through the perioperative process.

Requirements

High School Diploma or equivalent is required
Prior customer service experience required
Strong interpersonal and communication skills
Ability to manage sensitive/ confidential interactions with professionalism
Excellent organizational and coordination abilities
Customer service mindset with a focus on empathy and patient experience
Ability to work in a fast-paced healthcare environment

Nice To Haves

Reception and/or scheduling experience preferred

Responsibilities

Serve as the primary liaison between patients, families, and perioperative staff, including physicians and nursing teams.
Communicate timely, non-clinical updates regarding patient status and progress throughout the perioperative course, including: Pre-operative holding, Operating Room (OR), Post-Anesthesia Care Unit (PACU), Surgical Day Care (SDC).
Facilitate the availability of patient families for confidential physician discussions.
Support family involvement in the perioperative experience by assisting with approved and unobtrusive visitation in designated areas.
Promote exceptional patient and family satisfaction by ensuring a positive and supportive waiting area experience.
Coordinate with Patient Advocates as needed to support service recovery efforts.
Provide direction and guidance to patients and families navigating: Surgical waiting areas, Pre-Admission Testing (PAT), Anesthesia consultations.
Communicate surgical arrival times to patients and ensure appropriate routing of clinical questions to RN staff.