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General Summary

Serves as a family liaison between patients, families and Emergency Department staff to foster a patient centered environment to optimize customer service and patient satisfaction. Uses initiative to assess situations and work interdependently with other staff to meet the needs of the customer.

Shift

Full Time, 3:00-11:00P, every third weekend, holiday rotation

Duties and Responsibilities

Essential Functions:

+ Serves as designated liaison representative responsible for greeting patients, families and visitors in the ED Waiting Room utilizing the ICARE model to alleviate patient, family, and visitor concerns.

+ Greets patients, families, and visitors with a smile as they enter the department.

+ Maintains constant contact and visibility in the department and works with the clinical staff to update and inform family and visitors about the patient's status in the waiting area and the rest of the Emergency Department.

+ Communicates information to the Emergency Department nursing staff.

+ Identifies and assesses problems that may arise. Investigates and directs inquiries and complaints to appropriate staff members.

+ Escorts family and visitors from Waiting Room area to patient's bedside per approval of staff.

+ Participates on trauma team to identify patient, locate and contact relatives, and provide updates to family. Provides comfort care to patients and families and acts as liaison between family, staff and support services.

+ Acts as a liaison with other services to provide necessary support for families at time of death. Provides appropriate bereavement literature

Common Expectations:

+ Maintains professional growth and development.

+ Maintains established policies and procedures, objectives, quality assessment and safety standards.

+ Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

+ High School Diploma or GED Required and

Work Experience:

+ Less than 1 year 3 - 6 months Required and

+ Customer Service Required

Knowledge, Skills, and Abilities:

+ Human relations and oral communications skills

Benefits Offered:

+ Comprehensive health benefits

+ Flexible spending and health savings accounts

+ Retirement savings plan

+ Paid time off (PTO)

+ Short-term disability

+ Education assistance

+ Financial education and support, including DailyPay

+ Wellness and Wellbeing programs

+ Caregiver support via Wellthy

+ Childcare referral service via Wellthy

Quality of Life. Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation. Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities. York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.