Family Experience Liaison
Posted 2 months ago Expired
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Upload Your ResumeAbout 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
About Children's Healthcare of Atlanta
Children’s is one of the nation’s leading children’s hospitals, committed to making kids better today and healthier tomorrow.