Family Experience Liaison

About This Role

This role creates a positive patient experience by communicating care and respect, addressing personal needs of patients, families, and visitors. The liaison advocates for their needs and connects them to support services.

Responsibilities

• Create a patient experience that communicates care, respect, and attention to personal needs
• Visit all newly admitted patients daily to discuss hospital services and visit long-term patients as needed
• Connect patients, families, and visitors to support services at Children's Healthcare of Atlanta, including MyChart Bedside
• Advocate for the needs of patients, families, and visitors during their stay
• Support staff on customer service initiatives within designated departments
• Trend service data from NRC Health related to behaviors and partner with Family Experience Specialists for process improvements
• Provide liaison service between customers and hospital staff, following up on problems reported by patients/families
• Document all rounds in Rounds+ and send service alerts, collaborating with unit leadership on issue resolution
• Ensure customers receive the best service by providing information and coordinating with other functions/departments
• Act as a family contact, advocate, and resource for non-clinical concerns/needs and hospital services

Requirements

• 3 years of experience in customer service
• Excellent customer service skills
• Strong communication skills (in person, written, phone)
• Ability to work effectively in pressured situations and diffuse escalating situations
• Strong problem-solving skills
• Proficient in Windows and Microsoft Office (Word, Excel, Outlook)
• Self-starter with ability to work with minimal supervision
• Ability to work as part of a team
• Ability to quickly adapt to change while maintaining a positive attitude

Qualifications

• Bachelor’s degree, 5 years experience with an associate's degree, or 7 years experience with a high school degree
• 3 years of experience in customer service

Nice to Have

• Experience in healthcare
• Medical terminology knowledge
• Proficient in Spanish

Skills

* Required skills

Certifications