Patient Liaison

Patient Liaison

Baystate Health, a nationally recognized leader in healthcare quality and safety, and home to Baystate Medical Center (BMC), is looking for a Patient Liaison to join our Emergency Department in Springfield, MA.

Schedule:

• Full Time and Part Time Hours offered
• Day and Night Shifts Offered
• Rotating Holidays, 2-3 holidays per year

Location:

• Baystate Medical Center- 759 Chestnut St.
• Springfield, MA

The Patient Liaison is responsible for greeting the general public in the waiting room and serve as a communication link between staff, patients and their families. They assist the practice team by proactively eliciting concerns, requests and works with the rest of the staff to meet patient needs. In some areas, patient liaison assists with facilitating virtual visits for patient's and their families when the patients are unable to visit. This includes working with the families to ensure the family is able to leverage devices to enable the virtual visit.

Adheres to system and department compliance policies, and any and all applicable laws and regulations. Performs other duties as assigned.

Job Requirements:

• Demonstrates knowledge of developmental stages for the following age groups and applies developmental theories and concepts when planning and implementing care for patients.
• Greets all patients and visitors who arrive and depart from the Emergency Department, identifies any potential needs that he/she can effectively meet and communicate hospital policy/procedures when applicable. Directs patients/visitors to the appropriate area, i.e. Triage, Registration, Lab, Pods, Acts as a liaison between patient/family and to the care team to ensure communication is occurring and information is communicated accurately.
• Responsibilities for maintaining a supportive environment in the waiting room. Makes waiting room rounds at least every hour. Anticipates the need of families/significant others of patients who have been immediately been brought into the department and attempts to provide them with information as soon as possible. Notifies the Triage Nurse or Charge Nurse of possible emerging problems
• Frequently available to patients/visitors in the waiting room to answer any questions they may have or provide them with informational updates. Prioritizes patients/visitors requests and effectively communicates follow up to the requester.
• Makes consistent rounds of patients in the treatment area determining the specific patient needs and implements follow up actions as appropriate per departmental guidelines.
• Contributes to the achievement of excellent patient care within the Practice. Fosters an environment that reflects team work by offering help to those who are in need of assistance and demonstrates respectful communication with all co-workers.
• Successfully deals with challenging day to day interactions with patients, families, visitors, and customers in a consistent manner. Effectively utilizes escalation/de-escalation process and methodologies.
• Arranges transportation -Functions as liaison between patients/families in relation to arranging for transportation upon discharge. Arranges for escort service with security when visitors are requesting to obtain services from other areas of the hospital
• Assists with technologies that enable virtual connections between patients and family.

Qualifications:

• High School/GED
• Successful work within a customer service environment
• Effective Communications (both written and verbal) and organizational skills required. Ability to work cooperatively as a team player. Some computer system/application skills. General Service Excellence Principles. Demonstrates strong problem solving skills. Ability to multitask and handle competing demands under pressure. Self resilience and empathy. Bilingual language skills preferred.

We strive to be the place where we can help you build the career you deserve apply today YOU belong at Baystate!

Our compensation philosophy:

We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

Education:

GED or HiSET (Required)

Compensation:

Minimum Midpoint Maximum

$16.34 $18.78 $21.46

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.