PATIENT LIAISON RN EMERGENCY DEPARTMENT - FULL TIME (40/WEEK) DAY/EVENING(Job Id 42444)
LOCATION: Geisinger Holy Spirit
WORK TYPE: Full Time
SCHEDULE: 1.0 FTE (40 hours/week) Day/Evening
The Emergency Department Patient Liaison RN provides personalized guidance and support to Emergency Department patients, families and members of the healthcare team to create a seamless patient and family experience. This hands-on approach will support the highest possible outcomes and aid in the prevention of patient and/or family concerns.
MAJOR DUTIES AND RESPONSIBILITIES:
Rounds daily on patients in the ED. (Services other departments as needed with patients who had long ED stay prior to being admitted to inpatient unit.)
Collaborates with unit clerks and operations manager in the delivery of information.
The ED Liaison will recognize and remove institutional barriers to the delivery of optimal customer service in addition to actively anticipate the needs of the patients and/or their families.
Encourages patients and their families to become engaged in their care
Collaborates with the healthcare team (Emergency Department as well as inpatient areas) to coordinate service initiatives that positively impact the patient experience.
Provides point of service conflict resolution and involves staff members and providers when necessary.
Provides timely follow up to patients and their families with concerns and grievances originating in the ED and elsewhere as requested.
Completes all necessary work related to patient complaints and grievances originating in the ED and elsewhere as requested.
Participates in Grievance Committees in support of institutional learning and improvement.
Provides internal and external resources to patients and families to create a seamless navigation throughout the continuum of care.
Becomes a key member of the unit specific team and provides insight, guidance and perspective of patient care and service improvement opportunities as it relates to the ED experience
Provides and maintains an effective and organized database to include patient visits, requests and issue resolution
Follows patients admitted to the inpatient units for service recovery when extended stay in ED occurs.
Provides training and education to staff related to service, service recovery, etc.
Facilitates patient follow-up through information transfer and communication in order to improve care
Will Attend Patient Advocacy Meetings as the GLH representative.
Will Collaborate with the GLH Patient Experience Improvement specialist.
Denotes essential job functions.
COMPETENCIES AND SKILLS:
Demonstrates exceptional customer service skills and the ability to communicate effectively (written, electronic and verbal communications).
Demonstrates strong organizational and interpersonal skills.
Demonstrates strong attention to detail coupled with the ability to work in a fast-paced environment, handling multiple priorities/tasks through to completion.
Demonstrates a cooperative attitude and the ability to work independently using mature judgment.
Demonstrates ability to work effectively in a team environment.
EDUCATION AND/OR EXPERIENCE:
Registered Nurse, BSN preferred
Experience in an ED setting preferred
Experience communicating both verbally and in writing with others including physician leaders, bedside team, patients and families, and management.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in a heath care setting- office or hospital environment.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.