Job Description
Job Description
Emergency Room Patient Liaison Job Responsibilities
The Emergency Room Patient Liaison plays a key role in enhancing the experience of patients and their families during their visit to the Emergency Department. This position is responsible for providing compassionate, informed support and serves as a vital link between patients, families, and the clinical team. The Liaison upholds the standards and expectations of the Board and Administration by promoting a positive, patient-centered environment. They apply their knowledge of hospital policies and procedures to guide and advocate for patients, ensuring questions and concerns are addressed with empathy and urgency. Major issues are escalated promptly to the Emergency Room Nurse Manager, Clinical Director, or Patient Representative when appropriate.
Qualifications:
· In-depth understanding of hospital policies, processes, and available resources.
· Familiarity with emergency room (ER) operations and organization.
· The ability to remain calm, empathetic, and composed in high-stress situations.
· Strong interpersonal skills with the ability to interact effectively with ER clinical personnel and support service departments.
· Ability to convey genuine caring and concern on a consistent basis.
· Exceptional skill at listening with empathy, caring for all members of different cultural communities.
· Ability to evaluate patient situations that may need escalating to other members of unit/facility for assistance
· Proficiency in hospital electronic medical records and patient information systems
· Skilled in using Microsoft Excel for tracking and reporting.
· Bilingual preferred.
Responsibilities:
Greet and engage all ER patients and families, whether in the waiting room or treatment areas, and follow up with them throughout their ER visit.
Serve as a point of contact to address questions, concerns, or requests; escalate serious concerns to appropriate leadership or departments when needed.
Provide timely, clear communication regarding wait times, delays, and care plans in collaboration with the clinical team.
Conduct regular rounding throughout the unit coordinating with Environmental Services when waiting, treatment, or restroom areas need attention.
Offer comfort items (e.g., blankets, pillows, coloring books/crayons for pediatric patients) to enhance patient experience.
Support ER clinical staff with non-clinical tasks such as transporting specimens to the lab or escorting patients to departments like Radiology.
Collaborate with Central Scheduling to assist patients with follow-up appointments and provide information about specialists.
During the discharge process, provide patients with contact information for follow-up questions and details about post-discharge phone calls.
Document concerns and issues daily in an Excel report to monitor trends and identify opportunities for improvement.
Conduct a minimum of 10 discharge follow-up phone calls daily to gather feedback, answer questions, and, if needed, refer serious concerns to the Patient Representative.
Perform additional duties assigned to support departmental goals and enhance patient care.