Patient/Guest Relation Liaison (Full Time, Night shift) - Nicklaus Children's Health System

Job Summary

Responsible for interacting with Patients, Families, Physicians, Nursing Staff and other Hospital Personnel and provide assistance with services in the ED. Communicates and keeps the patient and families informed at all times during their visit and address any of their expressed or unexpressed wishes. Promotes excellent public relations for the hospital by reinforcing concern, and a desire to fill the needs of all internal and external customers with a positive image.

Job Specific Duties

• Communicates consistently with Triage and\or charge RN throughout shift. Alerts them immediately if patient is in apparent distress. 
  
• Communicates information regarding ED services available to patients and families; assists in easing mental anguish; demonstrates active listening, compassion, and family-centered care; presents and/or interprets ED procedure information to patients and their families. 
  
• Maintains visibility to staff, offers support, and models service behaviors and concerns towards the complaint resolution process; works cooperatively with staff in a supportive way in order to troubleshoot and quickly resolve issues. 
  
• Maintains waiting room orderly; alert housekeeping when necessary; keep coffee station organized; supply children with reading books, or crayons; alert Child Life Specialist when necessary. 
  
• Makes constant rounds in ED waiting area and visits every patient room; responds to questions and/or problems and address concerns immediately in close collaboration with ED medical personnel; keeps open lines of communication with patients/ families while maintaining objectivity. 
  
• Notifies hospital staff, department Director, and Administration of problems or opportunities for improvement as needed; reports unusual events regarding patient care issues on a timely manner and troubleshoots with healthcare team to find solutions. Support unplanned projects, events or special requests; utilizes idle time appropriately in the absence of Manager. 

 Minimum Job Requirements   

• 2-4 years Considerable experience in dealing effectively with people in stressful situations.
  
• Experience dealing with patients and families in a hospital setting
  
• Fluency in speaking and writing both English and Spanish languages required

Knowledge, Skills, and Abilities

• Ability to communicate effectively in English and Spanish both verbally and in writing.
  
• Associate Degree in tourism, hospitality, business or related field preferred.
  
• Excellent customer service experience.
  
• Knowledge of Medical Terminology in both languages.
  
• Knowledge of Patient Rights