Patient Family Liaison - Per Diem

New Haven, CT
Jan 30, 2019

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Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

Summary:
Under the supervision of the Director of Volunteer and Guest Services, Liaisons perform a variety of duties to ensure quality guest services to patients, their families and guests. Liaisons provide oversight of waiting areas to ensure a clean, safe and efficienty run environments. Liaisons provide training, support, recognition and oversight to volunteers assigned to their area. Liaisons provide information to patients and guests in order to ensure a positive patient experience.

Responsibilities:
  • 1. Performs a wide range of duties to ensure that support and information are available to patient families/visitors in surgical and ICU waiting areas including the Surgical Family Lounge, CTICU, and Emergency Department.
  • 1.1. Determines needs of patient families in the waiting areas, and is responsible to provide services to meet customers needs.
  • 1.2. Acts as communication liaison between Operating Room /Emergency Department /ICU's and waiting areas, securing information for waiting patient families.
  • 1.3. Displays sensitivity to patient family concerns, in a non-judgmental manner.
  • 1.4. Supports the emotional needs of patient families, within boundaries of training. Calls upon assistance from Social Work and Religious Ministries staff as appropriate.
  • 1.5. 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.
  • 1.6. Provides patients with information related to appropriate services and resources within Yale-New Haven Hospital and the surrounding community and responds directly when other alternatives are not available.
  • 1.7. Displays appreciation of diversity.
  • 1.8. Interprets the Hospital's philosophy on patients' rights and responsibilities to staff and visitor. Serves as exemplary role model at all times.
  • 1.9. Investigates patient family issues as appropriate, resolves inquiries and complaints with the involvement of staff members, acting as an intermediary to hospital staff on behalf of patients and their families.
  • 1.10. Assists in the investigation and resolution of patient property losses. Works directly with staff to insure patient property procedures are followed correctly.
  • 1.11. Implements service recovery strategies as appropriate.
  • 1.12. Provides escort assistance for families needing to see their patient in the Adult and Pediatric PACU's.
  • 2. Oversees amenities program and assures clean and neat physical environment in the waiting areas.
  • 2.1. Provides a safe, comfortable environment in the waiting areas for patient families.
  • 2.2. Maintains awareness to environmental issues and communicates appropriately to staff responsible for maintaining physical space.
  • 2.3. Maintains beeper loan program for patient families in waiting areas.
  • 2.4. Maintains supply inventory sufficient to meet the needs of the waiting areas.
  • 2.5. Responsible to make coffee and assure that adequate refreshments are available in the area.
  • 2.6. Assures reading materials and other amenities are available to patient families in the waiting areas.
  • 3. Enhances team concept of this program functioning as a team member in Volunteer & Guest Services, and the Hospital areas where assigned.
  • 3.1. Communicates appropriate problems or concerns which impact the operation of this program in a respectful and collaborative manner, always seeking to reach consensus with other members of the team.
  • 3.2. Maintains collaborative working relationship with other departments, referring issues when appropriate, i.e. Religious Ministries, Social Work, Interpreters, Food and Nutrition, Security, Parking and Nursing.
  • 3.3. Provides recommendations for change necessary to enhance the Patient-Family Liaison Service and the waiting area programs.
  • 3.4. Works closely with staff of respective areas to assure smooth flow of information to volunteers and waiting families.
  • 3.5. Assists with other departments duties, as assigned.
  • 4. Enables volunteer staff to provide support services to patient families.
  • 4.1. Demonstrates an understanding of the philosophy of volunteerism and the needs of volunteers, advocating for volunteers in serving families in this program as appropriate.
  • 4.2. Works collaboratively with the Volunteer Coordinators to determine volunteer staffing needs. Recommends programmatic changes to assure effectiveness of volunteers utilization.
  • 4.3. Provides guidance support, and supervision to assigned volunteers.
  • 4.4. Is responsible for insuring that volunteers are appropriately trained.
  • 4.5. Assures adequate coverage of waiting area by securing substitute coverage in the absence of scheduled volunteers. In event no volunteer is available, personally maintains level of service.
  • 5. Employee is to provide assistance to ensure smooth operations. The employee must also project a positive image of the Department and the Hospital as outlined in the Hospital's customer service standards of behavior.
  • 5.1. Employee recognizes duties that need to be performed and 'making a great first impression' to patients and families and staff by appropriate dress and behavior.
  • 5.2. Employee provides cross coverage as needed in order to insure consistent operation of the department.
  • 5.3. Employee exhibits emotional maturity by controlling emotions during frustrating or anger provoking situations with others.
  • 5.4. Employee exhibits emotional maturity by admitting personal errors.
  • 5.5. Employee exhibits emotional maturity by remaining calm during crisis or emotionally charged situations.
  • 5.6. Employee exhibits a positive attitude at all times.
  • 5.7. Employee exhibits enthusiasm while performing duties.
  • 5.8. Employee exhibits genuine interest in the proper performance of the job responsibilities.
  • 5.9. Employee acts as role model in demonstrating customer service behaviors.
  • 5.10. Employee suggests changes to enhance services to our patients/families and to the operation of the department
  • 5.11. Employee respects the opinions of others.

    Other information:

    EDUCATION:

    Minimum high school equivalent experience. Associates degree desirable.

    EXPERIENCE:

    Two (2) to four (4) years experience in a healthcare institution including demonstrated experience in problem solving and handling sensitive issues with minimal supervision through to completion. Proven outstanding customer service skills and leadership skills. Experience working with volunteers and knowledge of ED/OR/ICU environment helpful.

    SPECIAL_SKILLS:

    Excellent interpersonal and communication skills. Must be experienced in working effectively with customers. Ability to speak language(s) in addition to English desired. Ability to work independently and formulate recommendations. Ability to utilize PC applications.
    ACCOUNTABILITY:

    Responsible for maintaining open lines of communication between customers and the healthcare team to provide seamless service to our patients and their families/visitors. Actively engages in the resolution of problems, concerns and unmet needs. Maintains collaborative relationships with staff and volunteers. Responsible for training, placing, scheduling and recognizing volunteers assigned to the area. . Responsible for recommending new programs, procedures and policies to improve and advance the role of Family Liaison Service.
    COMPLEXITY:

    Must endeavor to resolve patient, family and guest concerns while acting as a representative of the hospital. Provides supervision for volunteers in area, and brings to attention of manger any issues which affect operation of area. Promotes meaningful relationships with Hospital staff to enhance the delivery of healthcare.
    PHYSICAL_DEMAND:

    Some wheelchair transport required.

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    Job Info

    Job: 4199

    Department: SRC Perioperative Unit Clerks
    Category: Non - Clinical Other
    Status: Per Diem
    Shift: AS NEEDED
    Hours: 0.00