Patient Liaison - Emergency Dept - PT Weekend

Job Category

Administrative & Clerical

12 Hr Afternoon - Evening

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

The ED Patient Liaison provides a wide range of support services, including providing interpretation and translation activities for non-English speaking patients and families across the entire facility. Informs departmental leadership of any cultural influences that affect the care and compliance of the patient. Acts as a highly visible and accessible patient and family advocate that serves as a liaison between patients and the organization.

Offers a specific channel for patients and families for information, general assistance, and referral to appropriate resources. The ED Patient Liaison will ensure a personal touch to the patient's experience and help alleviate fears and anxieties for both patient and families, as well as be exceptionally responsive to various customer satisfaction issues. Maintains ongoing communication with patients and their families.

Makes periodic rounds of the waiting room, examination areas, lobby, emergency department etc. to check in with patients and/or families and assess satisfaction and comfort level. Communicates any concerns with Triage team and/or Charge Nurse when needed. Assists patients and families by obtaining answers to questions including non-clinical information on the status and causes of delays. Provides directions to other areas of the hospital such as the cafeteria, public restrooms, chapel etc.

Provides general, public information regarding other hospital services and programs.

• Licensure or other certifications:
• Educational Requirements:
  
  High School Diploma or GED.
• Minimum Experience:
  
  One (1) year customer service-related experience.
• Other:

• Preferred Licensure or other certifications: ALTA, Bridging the Gap, or other medical interpretation certification.
• Preferred
  
  Educational Requirements:
• Preferred Experience:
  
  Bilingual in both English and an identified foreign language (Spanish). Knowledge of medical terminology.
• Other:

• Fluent oral/written communication skills in English and an identified foreign language (Spanish), and the ability to communicate effectively with patients/families, other healthcare staff, and external providers of service. Provides interpretation and translation services.
• Ability to handle complex, timely, and confidential information with discretion and possess the ability to prioritize tasks in order to deliver high quality work, with minimal supervision, against tight time deadlines and to work confidentially and sensitively.
• Demonstrate proficiency with computers and computer software.
• Ability to work effectively cross-culturally.

• Renders a complete and accurate interpretation without altering, omitting, and/or adding anything to the meaning of what is stated or written. Verbal interpretation may include interpretation of profane language. Remains neutral in interpretations allowing each party to express themselves. Separates personal belief from those of the other parties.
• Assists with interpretation of unit forms, as well as communication regarding consent forms and obtaining patient signatures. Coordinates time with staff and physicians for scheduled appointments for identified foreign language speaking patients.
• May assist as needed or as necessary in quality control for translated documents from English to an identified foreign language (Spanish).
• Enhances customer satisfaction by actively supporting and demonstrating a customer service-oriented approach to the patient experience. Identifies opportunities for enhancing customer service and improved patient management within the diverse cultural population of the Health System.
• Addresses culturally based miscommunication when necessary by sharing cultural information with the patient and the provider(s) when relevant to the patient's care.
• Maintains confidentiality and respects patient privacy. Performs in a manner that respects HIPAA laws.
• Demonstrate…