York, PA | Clerical and Administrative | Tracking Code: 88365
Family Liaison
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:
- 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.
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.
Employment Benefits
- Sign-on incentives for new employees (click here for details)
- Medical, dental and vision insurance
- Life and accidental death insurance
- Supplemental life insurance
- Retirement savings plan
- Paid time off (PTO)
- PTO bridging
- Short-term disability
- Educational assistance
- Forgivable loan
- Flexible spending
- Credit union
- Employee recreational activities
- Childcare
- Complimentary medicine discounts
Diversity, Equity & Inclusion at WellSpan
Welcome. Respect. Value.
WellSpan Health recognizes and honors the diversity of our team members, patients, and neighbors, and we embrace all the human characteristics that make us similar and unique. We strive to make every person feel welcomed, respected, and valued by creating a safe and inclusive environment to which we all feel a sense of belonging. We are equally committed to ensuring all team members have the opportunity to excel and are positioned for success through equitable policies, practices, and resources.
WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.
Quality of Life
Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.
Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.
York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)
