Patient and Family Liaison
Holy Cross

Job Info

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Employment Type:Full timeShift:Rotating Shift

Description:The Emergency Department Patient and Family Clinical Liaison (PFCL) serves as a liaison between patients, families, and the healthcare team. The PFCL enhances communication between the healthcare team and patients and their families. by interpreting and explaining hospital processes, providing frequent status updates pertaining to the patient's treatment plan and resolving patient problems and concerns.
Description:

• Location - Silver Spring, MD
• Shift - Rotating
• Full-time

Position Highlights:

• Competitive salary
• Benefits - Medical, Dental & Vision, PTO, Free Parking, Metro Access, Tuition Reimbursement, 403(b)
• Quality of Life: Flexible work schedules
• Advancement: Career growth opportunities
• Location: Holy Cross Health has two hospitals and four healthcare centers all a short driving distance from Washington DC and Baltimore, MD

Overview:

The Emergency Department Patient and Family Clinical Liaison (PFCL) serves as a liaison between patients, families, and the healthcare team. The PFCL enhances communication between the healthcare team and patients and their families. by interpreting and explaining hospital processes, providing frequent status updates pertaining to the patient's treatment plan and resolving patient problems and concerns.

Responsibilities:

• Serves as the designated liaison through which the Emergency Department patients and visitors voice their non-clinical problems and concerns.
• Reports to the Manager/Director of the Emergency Department.
• Contacts waiting room patients regularly and provides updates on status of next steps in treatment.
• Keeps track of families in the waiting room and brings them to the bedside as soon as appropriate.
• Notifies clinical staff immediately if when rounding on waiting room patients, patient complains of increased symptoms.
• Intervenes with patient and/or family complaints as appropriate.
• Informs the charge nurse, manager or director of any complaints handled and appropriately escalates complaint if unable to resolve.
• Works closely with Registration to expedite patient registration as appropriate.
• Other duties as assigned

What you will need:

Required:

• Basic Life Support (BLS)
• Certification as a Nursing Assistant by the Maryland State Board of Nursing.
• 1-3 years work experience in a healthcare or hospital setting.
• Excellent command of the English language to communicate effectively verbally and in writing.
• Basic knowledge of medical terminology.
• Ability to work independently and problem-solve with minimal direct supervision.
• Ability to positively interact with people of all age groups and backgrounds; ability to demonstrate empathy.
• Basic computer skills include: data entry and retrieval.
• Ability to participate in assisting patients in and out of vehicles and wheelchairs and to push patients in wheelchairs.
• Knowledge of Microsoft Office Applications, must be proficient user of email.

Preferred:

• Bilingual in Spanish/English
• 1-3 years work experience in a service industry with direct first line customer contact.
• Phlebotomy skills at hire.
• EKG skills at hire.

About us:

Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties - Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.

Holy Cross Health is an Equal Employment Opportunity (EEO) employer.

Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

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