The Emergency Department Patient Experience Liaison contributes to a great patient experience by providing non-medical care within the Emergency Department (ED). This position will provide a warm welcoming first impression to Emerson Health by assisting all patients and visitors who enter the Emergency Department. The Liaison will be stationed in the waiting room/triage area and will make frequent rounds in this area, as well as the care treatment area interacting with patients to ensure patient satisfaction and performing immediate service recovery when needs, concerns, and/or problems with an aspect of the hospital services are indicated. The Liaison will be expected to employ the key principles of service recovery and high reliability initiatives, strategies, processes, and procedures while ensuring the protection of Protected Health Information in the daily operations of service excellence.

 

The ED Patient Experience Liaison will recognize potential crisis situations, advocate for security involvement when needed, and function as a liaison between the waiting room and the main ED. This role works closely with the ED staff, Patient Experience team and other support services to provide patients and visitors stewardship services through wayfinding, maintaining a clean and welcoming environment, answering and/or finding answers to patient questions, communicating hospital policies and procedures, and serving as an advocate for both the organization and the community. The focus of this liaison is to meet the unique needs of the patient in the emergency department.

Minimum Qualifications:

 

Education: High School Diploma or equivalent preferred.
  Experience: Prior work experience in healthcare, customer service or service recovery field preferred

 

Licensure and/or Certification: None Required

 

Skills:  Excellent customer service skills. Must be able to read, write, and communicate in English. Computer skills required. Ability to maintain confidential information. Strong organizational skills with attention to detail and commitment to data accuracy. Excellent time management skills, able to shift priorities and able to work independently and problem solve in a fast paced, fluid environment. Must possess strong verbal, written, and interpersonal skills as well as, the ability to interact with and build collegial relationships with diverse individuals.