Emergency Department Patient Experience Liaison

Site: The General Hospital Corporation

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

• Provides comfort and assistance to Emergency Department patients and families.
• Communicates status updates to patients in the waiting room and defines reasons for delays.
• Monitors patient flow in a fast-paced, stressful work environment through communication with patients, families and staff.
• Collaborates with ED volunteers to support the Liaison role.
• Adheres to privacy policy maintaining confidentiality in all communications.

 

Qualifications

• Develops a self-managed, comprehensive Emergency Department Liaison Program.
• Collaborates with multidisciplinary hospital teams for best practice outcomes.
• Establishes a good rapport with Hospital Administration and all levels of hospital personnel throughout the continuum of patient care.
• Actively participates in ED based initiatives i.e. Patient/Family Advisory Council (PFAC) and Patient Experience steering committee.
• Acts as a resource for waiting room patient/visitors:

Maintains awareness of ED volume to best communicate reasons for delays. Communicates pertinent patient information to Provider/Nursing verbally to expedite care. Facilitates visitor access to patient bedside with patient and RN approval. Educates patients and visitors on ED triage and patient flow procedures.

• Communicates effectively and establishes a connection with patients/visitors:

Routinely rounds to ensure patient comfort and respond to questions. Advocates for patient/visitors with complaints/concerns by communicating with Providers and Nurses to secure resolution. Utilizes Service Recovery process designed to mitigate system inefficiencies, collaborating with Patient Advocacy and/or Patient & Family Relations groups when appropriate Educates patients/visitors on hospital systems, admission processes and time frames for admissions/transfers.

• Coordinates with ED Social Workers, Physicians, APPs and Nurses to support grieving families following a patient death.
• Attends Voalte training and utilizes Voalte equipment daily for departmental communication.
• Attends De-escalation and AVADE training.
• Troubleshoots and resolves non-clinical logistical challenges faced by patients and visitors during ED stays including assisting with technology including self-registration, MyChart Bedside app and Patient Gateway.
• Supports customer service initiatives through hospital-wide training programs and special projects to improve patient satisfaction ratings.
• Coordinates with Interpreter Services when necessary to facilitate communication.
• Orients, oversees, and coordinates with the Volunteer Department to augment the Liaison role. Providers input to continually improve the support and relationship with volunteers.
• Demonstrates:

Understanding the legal implications of patient confidentiality

Understanding the importance of ensuring patient and unit safety Understanding the hospital policy regarding sick calls and scheduling

 

Additional Job Details (if applicable)

SKILLS/COMPETENCIES REQUIRED:

• Excellent communication, customer service and conflict resolution skills required.
• Must be able to work in a fast paced, sometimes stressful environment.
• Must be able to set and adjust priorities.
• Must be able to manage extremes in practice from death and dying issues to non-urgent circumstances with respect and dignity for all.
• Knowledge of special needs; infant/child/adolescent/adult/geriatric adult behavior; and mental health issues required
• Bilingual and multilingual candidates encouraged to apply.

LICENSES, CERTIFICATIONS, and/or REGISTRATIONS (if applicable):

BA/BS preferred

EXPERIENCE:

3-5 years’ experience in the health care or social services setting preferred.

WORKING CONDITIONS: Describe the pace of work and environment in which it is performed.

• Work is performed in the clinical setting of the Emergency Department, as well as an office setting
• The schedule is rotating day/evenings and is 100% on site.
• Must be able to stand and walk for extended time periods and pu