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Patient Family Liaison-Patient Relations -60350 at West Virginia University Hospitals, Inc.

Posted in Other 30+ days ago.

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Type: Part Time
Location: Morgantown, West Virginia





Job Description:

POSITION DESCRIPTION

JOB TITLE & CODE:

PATIENT FAMILY LIAISON (60350)

DEPARTMENT:

Patient Relations

REPORTS TO:

Manager

FLSA STATUS:

Non-exempt

POSITION SUMMARY: Greets and receives patients, family members and visitors into the health care setting by serving as a liaison between families and staff including RNs, Patient Access, Unit Clerks, MDs, Social Workers, Chaplains, etc. Under general supervision performs a wide range of duties to provide a positive experience for patients, family members, and visitors during the patient s hospitalization/visit.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1.

High school diploma or equivalent.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1.

18 months experience in dealing with the public with an emphasis on customer relations highly desirable.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1.

Greets patients, family, visitors, and staff upon arrival to area.

2.

Maintains record-keeping functions (registration book, computer database) to ensure the database and visitor tracking information is current.

3.

Keeps up to date information on patient status and communicates information to family members regarding patient status, visiting opportunities, and physician meetings. Coordinates information exchange that might facilitate the treatment process

4.

Recognizes signs of persons experiencing stress or personal trauma and provide support. Offers to refer to Hospital Chaplain, Social Worker, Family House or other hospital resources, if necessary.

5.

Serves as a resource for volunteers, students, and other health care providers.

6.

Contacts community resources and other pertinent sources on family s behalf. Provides information about WVUH, the Morgantown area and addresses questions and concerns.

7.

Serves as a primary coordinator for overnight stays in the designated area. Evaluates and assess individual family circumstances to determine priority for overnight stay.

8.

Provides comfort measures while waiting in lobby area: warm blankets, coffee/beverages, magazines, patient education material, etc.

9.

Notes any important occurrences, visitor problems, facilities problems, etc. on the daily log with the time, date, and initials.

10.

Notifies appropriate management: Patient Advocate/Off Shift Coordinator/Manager/Director of any accidents, problems or unusual happenings.

11.

Coordinates activities to ensure a pleasant environment for family members by reporting any maintenance needs and restocking supplies as needed.

12.

Provides access and maintain safety of designated area by opening and closing waiting area at designated times.

13.

Assists in improving patient satisfaction while keeping staff informed of any potential problems, anticipates families needs and is proactive in resolving issues before they become major sources of concern.

14.

Maintains patient/family confidentiality at all times

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.

Ability to push or pull in excess of 50 lbs. to move patients or objects.

2.

Frequent walking, standing, sitting, stooping, and kneeling.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS & ABILILTIES:

1.

Ability to work as a team with other employees and volunteers.

2.

Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

3.

Computer knowledge.

4.

Good communication, writing, telephone, and interpersonal skills.

5.

Demonstrates maturity, accountability, consideration and courteousness.

Date Reviewed/Revised: July 2017

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

* Please view Equal Employment Opportunity Posters provided by OFCCP here http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)