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.

• Overall performance rating of below indicated essential job duties:
• 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.
• 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.

• Minimum requirement:
  • High School diploma or GED
  • Excellent communication and customer service skills
  • High level of empathy
  • Ability to thrive in fast paced environment
• Preferred qualifications:
  • Previous experience in a Healthcare setting
  • State Registered Nursing Assistant in the State of Kentucky or EMT in State of Kentucky or National Registry.
  • Associate’s degree in healthcare field

• 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

• 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.