Clinical Patient Liaison

Facilitates a positive hospital experience for patients and families by serving as a liaison with hospital personnel to foster open communication and a positive relationship between patients and their families. Emphasizes and promotes a professional atmosphere on unit along with excellence in patient care. Abates potential problem situations. Performs additional functions related to operations to meet specific needs of the department. Serves as a resource person for patient, utilizing effective communication, courtesy, confidentiality and professionalism in all interactions.

As part of the health care team, performs basic clerical and technical clinical services relating to the care, cleanliness, safety and comfort for patients of all ages. Provides quality service through a team oriented, collaborative approach to patient care.
 

• Provides basic nursing care and performs advanced technical skills for specified age groups according to established standards. Assist patients with activities of daily living. Transports patients, supplies, specimens, equipment, etc. within the facility. Appropriately documents and reports patient observations to licensed staff
• Contributes to Carilion Clinic’s performance improvement activities. Actively participates in obtaining desired service line/departmental outcomes.
• Exhibits competent knowledge of Electronic Medical Records and assists with chart audits.
• Provides support for department/unit staff scheduling, including lunch assignments.
• Reviews medical record for outstanding orders and notifies nurse of stat orders and medication changes.
• Orders department/unit supplies and equipment and stocks/organizes supplies.  Processes equipment between patients as needed (cleans unit based equipment and gathers supplies needed to operate equipment). Operates and maintains general office equipment.  Monitors cleanliness of patient rooms, pantry, break room, storage room and performs safety/environmental rounds.  Assists with maintaining regulatory compliance. (refrigerator, glucose meters, equipment room storage, assisting with code cart checks as assigned, etc).
• Manages admissions, transfers and discharges.Coordinates patient flow into/out of area using department/area specific software and Intranet.
• Welcomes and assists patients and visitors in ED as they are moved to unit and assists with registration.  Serves as “face” of the unit, adheres to dress code and exhibits service excellence behaviors at all times.
• Identifies, assesses and responds to questions, concerns and grievances. Facilitates the resolution of problematic situations that arise among patients, families and hospital personnel.
• Responds to patient/family crisis situations to provide emotional support and linkage to hospital and community resources.
• Advocates, initiates, recommends and implements programs and special projects, which improve and enhance patient/family services.  Assists with administering customer service surveys as assigned by the manager/director.
• Serves as a resource regarding patient rights and responsibilities, hospital policies and procedures, advance directives and organ donation.