Family Liaison

Overview 2 days per week; rotating hours 4:30am-6:30pm; Monday-Friday only The Family Liaison NE at UnityPoint Health supports families and visitors by providing timely patient status updates and assisting with wayfinding and resource coordination. The role communicates effectively with surgical services teams, ensures compliance with HIPAA and regulatory guidelines, and maintains accurate tracking systems. The role upholds UPH’s FOCUS values, fostering a supportive environment to enhance family satisfaction and patient experience. Responsibilities Customer Services Communicates efficiently with all members of the surgical services team regarding concerns and status changes affecting patient flow, delays and patient pertinent issues Updates family and visitors on patient status, sharing pertinent and appropriate information as it becomes available. Supports needs of family and visitors. Assists in wayfinding for family and visitors via computer, map and personal escort if indicated. Maintains tracking system (reports) for knowledge of patient family/visitor location and identifying information and paging system. Available by phone to staff to assist in updating family and visitors promptly. Assists in obtaining additional resources, like Chaplain Services, Guest Relations, Housekeeping, Child Life Specialists, Social Worker, Public Safety, Escort Services, etc. as needs become apparent for the patient and family/visitors Integrates and demonstrates FOCUS values as a guide to professional behavior, while adhering to the policies and procedures of UPHDM. Practices reflect knowledge of HIPAA and other federal/state regulatory agencies guiding healthcare. Demonstrates leadership and professionalism in a constantly changing environment that is key to patients and family/visitor satisfaction with our facility. Qualifications High school graduate or actively pursuing high school diploma Experience: Strong leadership and organizational skills Customer service in a medical field or office preferred. Knowledge/Skills/Abilities: Writes, reads, comprehends and speaks fluent English. Multicultural sensitivity. Microsoft Office – basic computer skills. Customer/patient focused. Critical thinking skills using independent judgment in making decisions. Other: Use of usual and customary equipment used to perform essential functions of the position. Benefits Expect paid time off, parental leave, 401K matching and an employee recognition program. Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members. Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family. #J-18808-Ljbffr