Emergency Department Experience Family Liaison
Job ID: 236364
Category: Clerical/Administrative
Work Type: FT
Location: Philadelphia, PA, United States
Work Schedule: FT, 40 hours per week, 2nd Shift 3:00pm to 11:00pm
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Job Title: Emergency Department Experience Family Liaison
Entity: HUP
Location: Hospital of the University of Pennsylvania, 3400 Spruce Street, Philadelphia, Pa
Hours: Full time, 40 hours per week, Shift 2 support - 3:00pm to 11:00pm
**Competitive Benefits, Career Growth Opportunities and Tuition Assistance at University of Pennsylvania! **
Summary:
- This role provides support to the Emergency Department in partnership with office of patient and guest relations (PGR) with emphasis on customer service and patient experience support in the ED waiting room with the integration of administrative/ clerical responsibilities, database management and participation in the receipt, review and resolution of patient feedback, including, but not limited to patient requests, complaints and grievances. This focus of this liaison is to meet the unique needs of the patient in the emergency department.
Responsibilities:
- Serves as initial point of contact and presents a welcoming and comfortable environment for customers, guests, and visitors.
- Responsible for coordinating activities of the PGR office and ED including special projects as assigned by the Manager of PGR and ED leadership.
- Responsible for intake of initial information regarding patient/family feedback and entering data into the patient feedback tracking system in a timely and accurate fashion.
- Greets patients and visitors in-person or by telephone, answers and/or directs inquiries to appropriate personnel while ensuring the satisfaction of providers and patients through positive interactions.
- Continually keeps the managers of PGR and Emergency Department informed of new developments.
- Works with the Data Systems Specialist to create reports from the patient feedback tracking system.
- Provides information related to overall patient and staff questions. Requires the ability to multi-task and strong interpersonal/customer service skills.
- Primarily stationed in the emergency department waiting room with flexibility to cover patient experience needs throughout the emergency department.
- Duties could include documenting in EMR findings including vital signs, comfort measures, fall prevention
- Other duties as assigned to support the unit, department, entity, and health system organization.
- Provides a minimum of a quarterly patient experience report to staff at department-based meeting
- Works in collaboration with all members of the healthcare team • Reports findings to nurse concerning the patient and or family which may impact patient care
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
- Other duties as assigned to support the unit, department, entity, and health system organization
Education or Equivalent Experience:
- H.S. Diploma/GED (Required)
- Associate of Arts or Science (preferred)
- Bachelor of Arts or Science (preferred)
- Or 7+ years Direct customer service experience providing administrative support (preferred)
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
