Family Liaison

• JOB SUMMARY
• Serves as advocate, liaison, information resource and communication link among patients, families, staff and visitors to facilitate resolution of non-medical concerns and enhance customer satisfaction within the Medical Center.
• DUTIES AND ESSENTIAL FUNCTIONS
• Collaborates closely with the charge nurse to be informed about each patient’s condition, treatments, and procedures, so as to communicate the patient information to the families.
• Overall performance rating of below indicated essential job duties:
• Greets family members and attends to their needs for comfort and privacy. Listens to patients and visitors who want to voice a concern. Investigates concerns of family members and visitors.
• Relays family members concerns to nursing staff and physicians.
• Answers inquiries and provides information to authorized persons. Informs family and visitors about processes.
• Recommends changes in order to avoid recurring patient/visitor complaints. Follows up with family member until a resolution or response can be achieved.
• Refers family members and visitors to alternative resources within the Medical Center such as clergy, social services, financial counselor, or business office.
• Extraordinary positive approach to people and solving concern while maintaining confidentiality.
• EDUCATION/LICENSE/ CERTIFICATIONS/OTHER REQUIREMENTS
• Minimum requirement:
• High School diploma or GED
• One to three year related experience in a healthcare environment
• Excellent communication and customer service skills
• High level of empathy
• Ability to thrive in fast paced environment
• Preferred qualifications:
• State Registered Nursing Assistant in the State of Kentucky or EMT in State of Kentucky or National Registry.
• Associate’s degree in healthcare field
• WORKING ENVIRONMENT
• Constantly works near moving mechanical parts
• Constantly exposed to blood and/or body fluids and infection.
• Occasionally exposed to toxic or caustic chemicals
• Occasionally exposed to risk of radiation
• The noise level in the work environment is usually moderate
• PHYSICAL DEMANDS
• Occasionally required to maintain in a stationary position (standing or sitting).
• Frequently required to walk and move about.
• Frequently required to operate a computer and other equipment.
• Frequently required to use fine motor skills to handle and operate instruments/devices.
• Frequently required to position self in order to meet patient needs.
• Constantly required to lift and/or move patients up to 50 pounds.
• Constantly required to communicate with patients and other care team requiring talking and hearing.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

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