Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
7/7/2017
Job Category:
Health Care Provider
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Family Experience Liaison - Full Time - Day Shift
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Job Description

Requisition #:  17181     
Name of Location:   Scottish Rite
Work Schedule:  Day
Employment Type:  Full-Time
Work Days:  Friday; Monday; Thursday; Tuesday 

JOB SUMMARY

Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Visits all newly admitted patients each day to discuss hospital services and visits long-term patients as needed. Connects patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta. Advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta. Supports staff on customer service initiatives within designated departments.

EDUCATION

  • Bachelor’s degree

CERTIFICATION SUMMARY

  • Basic Life Support (BLS) within 30 days of employment

EXPERIENCE*

  • 3 years of experience in customer service

PREFERRED QUALIFICATIONS*

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

KNOWLEDGE SKILLS & ABILITIES*

  • Excellent customer service skills, communication skills, and the ability to communicate well in person, in writing, and on the phone
  • Must be able to work effectively in pressured situations and demonstrate the ability to diffuse escalating situations
  • Strong problem-solving skills
  • Computer skills that include the internet and Microsoft Outlook, Word, and Excel
  • Self-starter with the ability to work with minimal supervision
  • Ability to work as part of a team

JOB RESPONSIBILITIES*

  1. Takes trending service data received via NRC Picker as relates to behaviors (beside manger and interactions between staff, patients, and families) and partners with Quality to establish possible best practice.
  2. Provides liaison service between customers and hospital staff.
  3. Visits and rounds on patients and families in designated areas and follows up on any problems.
  4. Seeks out and responds to questions and inquiries received through face-to-face contact with customers regarding Children’s Healthcare of Atlanta services and/or policies.
  5. Ensures that customers receive the best service possible through providing information and coordinating with other functions and departments as required.
  6. Acts as customer contact, advocate, and resource regarding non-clinical concerns/needs and hospital services available, including food services, environmental, and engineering (e.g., room service, visiting hours, phone system, sleep sofa).
  7. Refers any medical care issues to the nursing staff for appropriate handling.
  8. Partners with Patient Representatives on clinical issues.
  9. Advises all relevant departments of patient/parent/customer concerns that require staff intervention.
  10. Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner.
  11. Documents and maintains updated information pertaining to services provided each shift.
  12. Maintains rounding logs for all areas to track complaints/problems and follows up to track trends.
  13. Performs follow-up with patients who have been in the hospital regarding the services they received. 
  14. Provides weekly and monthly reports to supervisor/manager. 
  15. Collects information on all requests and/or services provided in order to capture what is being utilized, communicated, and provided effectively.
  16. Ensures that all rooms are in working order and that any problems are corrected in a timely manner.
  17. Provides coverage at all locations by picking up shifts or assisting at other campuses (unless hired for a specific department).
  18. Maintains a great impression for the hospital and serves as a service excellence role models for other Children’s Healthcare of Atlanta staff.
  19. Performs other duties as assigned by the manager or director.

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance

Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)

Climbing - Occasionally (activity or condition exists up to 1/3 of time)

Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)

Sitting - Occasionally (activity or condition exists up to 1/3 of time)

Standing - Constantly (activity or condition exists 2/3 or more of time)

Walking - Constantly (activity or condition exists 2/3 or more of time)

WORKING CONDITIONS*

Some potential for exposure to blood and body fluids

 

 

Location Address:  1001 Johnson Ferry Road NE, Atlanta, GA  30342
Function:  Family Support Services - Family Support Services

 

Overview:

Children’s Healthcare of Atlanta has been 100 percent dedicated to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 622 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for twelve consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country.  Connect to our mission of being Dedicated to All Better and impact the lives of hundreds of thousands of patients and their families each year.

About Children'S Healthcare Of Atlanta

The center is designed to provide the necessary infrastructure for investigators conducting pediatric clinical research to improve the quality of care and develop better treatments for Georgia's pediatric population. The center's facilities include: A four-bed inpatient research unit A four-bed outpatient research unit A core research lab Research pharmacy services Led by Howard Katzenstein, M.D., Medical Director of the Children's Research Center/Associate Professor of Pediatrics for the Emory School of Medicine and Christine Spainhour, R.N., R.R.T., C.C.R.C., Clinical Research Unit Manager, the Children's Pediatric Research Center strives to become a leading pediatric clinical research facility. The Children's Pediatric Research Center is a new clinical interaction research site of the Atlanta Clinical & Translational Science Institute (ACTSI). The ACTSI is a multi-institutional partnership led by Emory University. To effectively translate scientific discoveries into the clinical setting, ACTSI was collaboratively developed through a grant award from the National Institutes of Health (NIH) by Emory University, Morehouse School of Medicine and Georgia Institute of Technology.

This company profile was created by AfterCollege and is about Children'S Healthcare Of Atlanta. This page is not endorsed by or affiliated with Children'S Healthcare Of Atlanta. For questions regarding company profiles, please email: care@aftercollege.com.