Emory Healthcare/Emory University Patient Administrative Liaison in Atlanta, Georgia
JOB DESCRIPTION: The Patient Liaison performs rounds to establish a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Assists appropriate department leadership with complaint investigation and resolution, and follows up with the patient. Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
Makes rounds to clinical areas on a daily basis and reports issues to department directors or their designees for resolution or follow-up.
Spends time with families and documents their complaints, compliments, and healthcare needs. Provides information about hospital services, including where to find necessary amenities within the facility.
Collaborates with appropriate department leadership to ensure complaints are investigated, effectively resolved, and follows up with the patients.
Participates in the Patient Experience Survey process by encouraging patients and families to respond to the survey.
Interacts with patients/families/customers and utilizes feedback to improve and reinforce the experience of the patient.
Utilizes performance measurement to improve patient/customer outcomes.
Initiates patient or family concerns, as appropriate, when issues arise.
Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care.
Provides input into opportunities for system improvements.
Meets mandatory department/organization job requirements within established time frames.
Responds to visitor injuries and/or risk exposure by reporting them to the appropriate supervisor. Compiles monthly and annual statistical reports.
Documents (PAL) activities and services in a daily log. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: Four years of direct customer service or healthcare experience, OR an associateÂ¿s degree and two years direct customer service or healthcare experience.
Experience using various software packages including database applications, spreadsheets, and word processing.
PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation , Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.
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Division Emory Univ Hospital
Campus Location Atlanta, GA, 30322
Campus Location US-GA-Atlanta
Department EUH Emergency Services
Job Type Regular Full-Time
Job Number 99776
Job Category Clinical & Nursing Support
Standard Hours 40 Hours
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.
Emory Healthcare/Emory University
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