Family Liaison - Nights

Schedule

Full-time: 40hrs/week

Hours: Nights, 11pm - 7:30am

General Summary

Serves as a family liaison between patients, families and Emergency Department staff to foster a patient centered environment to optimize customer service and patient satisfaction. Uses initiative to assess situations and work interdependently with other staff to meet the needs of the customer.

Duties and Responsibilities

Essential Functions:

• Serves as designated liaison representative responsible for greeting patients, families and visitors in the ED Waiting Room utilizing the ICARE model to alleviate patient, family, and visitor concerns.
• Greets patients, families, and visitors with a smile as they enter the department.
• Maintains constant contact and visibility in the department and works with the clinical staff to update and inform family and visitors about the patient's status in the waiting area and the rest of the Emergency Department.
• Communicates information to the Emergency Department nursing staff.
• Identifies and assesses problems that may arise. Investigates and directs inquiries and complaints to appropriate staff members.
• Escorts family and visitors from Waiting Room area to patient's bedside per approval of staff.
• Participates on trauma team to identify patient, locate and contact relatives, and provide updates to family. Provides comfort care to patients and families and acts as liaison between family, staff and support services.
• Acts as a liaison with other services to provide necessary support for families at time of death. Provides appropriate bereavement literature

Common Expectations:

• Maintains professional growth and development.
• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Required for All Jobs:

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

• Standing - Frequently
• Walking - Frequently
• Sitting - Rarely
• Reaching - Rarely
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Occasionally
• Eye/Hand/Foot Coordination - Occasionally

Working Environment:

• Occupational Hazards - Occasionally

Qualifications

Minimum Education:

• High School Diploma or GED Required and

Work Experience:

• Less than 1 year 3 - 6 months Required and
• Customer Service Required

Knowledge, Skills, and Abilities:

• Human relations and oral communications skills