Family Experience Liaison | Full-Time, 8am-4pm | Scottish Rite

Patient Experience Advocate

Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Visits all newly admitted patients each day to discuss hospital services and visits long-term patients as needed. Connects patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta including MyChart Bedside. Advocates for the needs of patients, families, and visitors during their stay at Children's Healthcare of Atlanta. Supports staff on customer service initiatives within designated departments.

Experience: 3 years of experience in customer service

Preferred Qualifications:

• Experience in healthcare
• Medical terminology knowledge
• Proficient in Spanish

Education:

• Bachelor's degree
• 5 years experience with an associates degree, or 7 years experience with a high school degree

Certification Summary:

• Heartsaver Certification within 1 year of employment

Knowledge, Skills and Abilities:

• Excellent customer service skills, communication skills, and the ability to communicate well in person, in writing, and on the phone
• Must be able to work effectively in pressured situations and demonstrate the ability to diffuse escalating situations
• Strong problem-solving skills
• Proficient in Windows and Technology including Microsoft Office (Word, Excel, Outlook)
• Self-starter with the ability to work with minimal supervision
• Ability to work as part of a team
• Ability to quickly adapt to change while maintaining a positive attitude

Job Responsibilities:

• Trends service data received via NRC Health as relates to behaviors (bedside manner and interactions between staff, patients, and families) and partners with Family Experience Specialists to establish possible best practice and process improvements.
• Provides liaison service between customers and hospital staff. Visits and rounds on patients and families in designated areas and follows up on any problems reported by patients and families. Seeks out and responds to questions and inquiries received through face-to-face contact with customers regarding Children's Healthcare of Atlanta services and/or policies.
• Thoroughly documents all rounds in Rounds+ and sends service alerts as needed while collaborating with unit leadership on resolving issues.
• Ensures that customers receive the best service possible through providing information and coordinating with other functions and departments as required including provisioning MyChart Bedside tablets to admitted patients.
• Acts as family contact, advocate, and resource regarding non-clinical concerns/needs and hospital services available, including food services, environmental, and engineering (e.g., room service, visiting hours, phone system, sleep sofa).
• Refers any medical care issues to the nursing leadership for appropriate handling and partners with Patient Representatives on clinical issues.
• Advises all relevant departments of patient/parent/customer concerns that require staff intervention.
• Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner including proper consents for MyChart Bedside tablets.
• Documents each round when the round is completed.
• Performs follow-up with patients who have been in the hospital regarding the services they received.
• Provides weekly and monthly reports to supervisor/manager.
• Provides coverage at all locations by picking up shifts or assisting at other campuses (unless hired for a specific department).
• Maintains a great impression for the hospital and serves as a service excellence role models for other Children's Healthcare of Atlanta staff.
• Performs other duties as assigned by the manager or director.

Children's Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address: 1001 Johnson Ferry Rd

Job Family: Family Support