Clinical Liaison-Surgical Svc

Department:

37703 Advocate South Suburban Hospital - Surgery Room

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Day shift.

Major Responsibilities:

• Establishes a Customer and Service Relationship with the Patient and their Family.
  •     1)Responds to patient and family member concerns and questions in the preoperative, intra-operative and post operative phase of surgery.
  •     2)Anticipates patient care and family care needs. Collaborates with other members of the interdisciplinary team as needed.
  •     3)Responds to inquiries regarding the status of patients or their planned procedure providing information, support, comfort and reassurance as well as routine condition updates.
  •     4)Prioritizes effective communication to those patients/families whose procedures have been delayed more than 30 minutes and are waiting in the Ambulatory Surgical Unit and Surgery Holding area.
  •     5)Acts as a link between families in the Surgery Waiting Roomand staff members in the Intraoperative, Surgical Post Op or Phase II Post Op departments. Relates pertinent information regarding patient or family to unit staff.
  •     6)Provides escort and/or assistance to customers throughout the facility as well as families who have special needs.
  •     7)Assists in the explanation of unit policy/procedure to patients and family members.
• Demonstrates Clinical Performance, Knowledge and Teaching To Promote and Foster Quality Patient Care and Customer Satisfaction.
  •     1)Maintains required licenses and certifications.
  •     2)Completes annual education that will facilitate customer service, crisis intervention, communication and hospital skills as required.
  •     3)Attends unit based meetings and communicates concerns, techniques and strategies for improvement related to patient and family satisfaction.
  •     4)Completes required contact hour education.
• Serves as Role Model for Customer Service and Patient Satisfaction Initiatives. Leads Surgical Services Customer Satisfaction Throughout the Continuum.
  •     6)Member of Ambulatory Patient Satisfcation Team – communicates customer service feedback and assists in developing improvement strategies
  •     1)Displays a professional image and is a customer service steward at all times and demonstrates excellent service performance.
  •     2)Identifies through customer evaluation, ideas and feedback that will improve customer satisfaction and departmental processes.
  •     3)Holds all staff members accountable for customer service standards. Acts as a coach and mentor to uphold service excellence.
  •     4)Monitors trends and areas for improvement based on patient satisfaction scores
  •     5)Researches best practices or evidence based practices that will improve customer satisfaction and loyalty.
  •     7)Solicits feedback from physicians on issues related to customer service and communication.
  •     8)Reports issues related to customer or patient satisfaction to the appropriate Clinical Manager or Director as needed.
• Provides a Safe and Secure Environment While Contributing to Effective Customer Satisfaction.
  •     1)Assists in the assessment and care of patients in the Preoperative or Post Operative care areas as needed.
  •     2)Monitors wait times, delays and customer complaints providing timely follow up and service recovery.
  •     3)Communicates reasons for excessive delays and assists in identifying and communicating time lines to patients and family members.
  •     4)Serves as intermediary to assist in the resolution of customer or physician concerns/complaints.
  •     5)Identifies customer safety or security concerns and elevates to the appropriate staff member (charge nurse, clinical manager).
  •     6)Effectively integrates and collaborates with Surgery Waiting Room staff on process development and practices that impact th