Patient and Family Care Liaison at University of Maryland Medical System in Baltimore, Maryland

MC Patient And Family Care Liaison

Job Title: MC Patient And Family Care Liaison Grade: 104

FLSA Status: Non-Exempt Job Code: 107410

Department: Patient Care Services Location: UMMC

Date Created: Date Revised: 7/2017 10/2018

General Summary

Under direct supervision assists with daily operations of the assigned unit or department. Greets and establishes relationships with patients, families and visitors in order to facilitate communications with the staff and physicians and support the plan of care. Ensures and provides the highest level of service, answers questions, and directs patients and their families as needed.

Principal Responsibilities And Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Cordially greets families and visitors upon arrival to the unit or department. Orients each family to the processes associated with the unit or department including communication with the clinical staff, and visitation with the patient. Reviews the patients' rights and responsibilities, including the management of patient belongings and valuables on admission and throughout an admission.
2. Develops strong relationships with patients, families, physicians and staff to ensure a professional and consistent experience in the unit or department. Anticipates needs of families in waiting rooms and the patient rooms. Ensures excellent customer service while interacting with and serving a culturally diverse population.
3. Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and confident demeanor.
4. Under the supervision of nursing, answers call bells and appropriately communicates the needs of the patient and family with nursing staff. Can independently offer comfort items such as blankets, linens, and other amenities.
5. Coordinates communications for families in delicate and stressful situations. Manages requests from patients, families, visitors, physicians, and other staff while maintaining departmental and hospital policies. Displays sensitivity to patient and family concerns, in a non-judgmental way.
6. Works cooperatively to resolve issues and concerns that arise using Act with HEART service recovery strategies. Possesses integrity and accountability in actions based on values consistent with C2X and behavioral standards. Ability to make appropriate judgments to resolve issues proactively.
7. Maintains collaborative working relationship with other departments, referring issues when appropriate, i.e. Pastoral Care, Social Work, Interpreters, Food and Nutrition, Security, Volunteers, Parking and Nursing. Participates in meetings with other Patient and Family Liaisons and supports the growth and development of the role.
8. Maintains supply inventory, if applicable, sufficient to meet the needs of the waiting areas.
9. Identifies family/visitor perception of services and provides feedback to staff in order to effect changes to enhance service. Promotes the establishment and maintenance of meaningful relationships with Hospital staff to enhance the delivery of health care.
10. Complies with applicable regulations such as HIPAA, corporate compliance and safety. Maintains strict confidentiality of patient matters.
11. Contacts Safety, Security, Environmental Services, and Facilities Management, for assistance when necessary.
12. Performs related duties as required.

Education And Experience

Completion of a high school level of course work with attainment of a high school diploma, High School Equivalency Certificate (GED) or equivalent experience. A minimum of one 1) year customer service experience is required. Experience in a hospital or health care setting is preferred.

Knowledge, Skills And Abilities

Highly effective interpersonal and verbal skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary. Ability to adapt communication style and tone to fit the situation. Ability to demonstrate positive guest relations skills when dealing with challenging people and difficult situations. Practices effective listening and problem-solving skills. Knowledge of basic use of computer and will train for appropriate use of EPIC applications. Ability to effectively operate a multi-line telephone console and to use professional telephone etiquette.

Working Conditions

Weekend, shift work, holiday, on-call and overtime may be required. Expected to comply with the hospital's inclement weather policy. Usual front office conditions involving high-volume of public contact. Limited exposure to