Position Overview

Reporting to the Patient Experience Specialist, the Patient and Family Liaison will act as a concierge service to support patients and loved ones accessing care at Erie Shores HealthCare. This role will provide excellent customer service skills in situations that are often difficult and will foster open communication to help improve the patient/family experience.

Key Responsibilities

Patient and Visitor Support

• Assist patients/visitors with comfort items (water, blankets etc), support and update information on wait times for patients waiting to access Emergency Room services.
• Act as a liaison between patients and/or visitors in the waiting area and clinical areas by facilitating communication among patients, family members and clinical staff.
• Respond to visitor inquiries and/or assist them with problem solving concerns.
• Facilitate deliveries of mail, flowers and/or other items throughout the hospital when applicable.
• Guide patients, visitors and family throughout the hospital ensuring they can easily find their way around for appointments, diagnostic imaging or other areas.

Customer Service

• Confidentially mitigate complaints and negative experiences in real time by offering support and liaising with the Patient Experience Specialist to manage sensitive and confidential concerns.
• Contact patient care units to request permission on behalf of visitors for after hour visiting.
• Use appropriate crisis intervention and de-escalation techniques when experiencing difficult encounters.
• Meet with every new patient to go through the information/education about the hospital (e.g. meals, phones, visitation of care partners).
• Help patients gather care partner contact information and update care partners on visiting policy.

Patient Engagement

• Provide friendly dialogue and companionship to patients on inpatient floors (including participating in social activities to give support to patients and families).
• Coordinating and facilitating of virtual visits and translation services for patients and healthcare staff.
• Support the patient/family complete the discharge survey in real time for overall Quality Improvement.

Qualifications

Preferred Assets:

• Grade 12 Education
• Proficiency with iPads/Tablets and video application such as FaceTime, Zoom, etc.
• Proficiency with Microsoft Outlook, Word, & Excel

Physical and Cognitive Demands

• Strong organizational skills to manage multiple schedule and prioritize tasks effectively.
• High attention to detail in a deadline driven environment
• Occasional lifting of files or storage boxes
• High level of customer interaction