York, PA | Clerical and Administrative | Tracking Code: 88365

Family Liaison

Michael Hasircoglu
Sr. Talent Acquisition Consultant

Job Description:

Under general supervision, 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 Accountabilities:

  1. 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.
  2. Greets patients, families, and visitors with a smile as they enter the department.
  3. 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.
  4. Communicates information to the Emergency Department nursing staff.
  5. Identifies and assesses problems that may arise. Investigates and directs inquiries and complaints to appropriate staff members.
  6. Escorts family and visitors from Waiting Room area to patient’s bedside per approval of staff.
  7. 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.
  8. Acts as a liaison with other services to provide necessary support for families at time of death. Provides appropriate bereavement literature.
 

Qualifications

  • Minimum Experience:
    • 3 - 6 months
  • Minimum Education:
    • High School or G.E.D.
  • Minimum Field Of Expertise:
    • Customer Service
  • Physical Demands:
    • Frequent prolonged standing/walking
  • Skills:
    • Human relations and oral communications skills

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Join our team of 20,000 strong working as one. Teamwork, collaboration, partnership—WellSpan Health is an integrated system designed to work as one to build healthier, stronger communities throughout central Pennsylvania and northern Maryland. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

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