Family Experience Liaison | Full-Time, 8am-4pm | Scottish Rite

Children's Healthcare of Atlanta Inc.; United States; Sur place; USD 42 000 - 60 000; Plein temps

Résumé du poste

Children’s Healthcare of Atlanta is seeking a Customer Service / Family Support professional to enhance the patient experience by connecting families to hospital services, including MyChart Bedside, and advocating for patient needs.

You will collaborate with nurses and staff, document rounds, and provide weekly reports, while maintaining calm under pressure and delivering outstanding service across campus locations.

Qualifications

• 3 years of experience in customer service.
• Heartsaver Certification within 1 year of employment.
• Bachelor’s degree or 5 years with associate degree, or 7 years with high school diploma.
• Proficient in Windows and Microsoft Office (Word, Excel, Outlook).

Responsabilités

• Trends service data and collaborates with Family Experience Specialists to identify best practices.
• Serves as liaison between customers and hospital staff.
• Visits and rounds on patients and families and follows up on issues.
• Documents rounds in Rounds+ and coordinates information with departments.
• Provides weekly and monthly reports to supervisor/manager.
• Maintains service excellence across multiple locations and supports non-clinical patient needs.

Connaissances

Customer service

Communication

Problem-solving

Teamwork

Adaptability

Formation

Bachelor’s degree

Associates degree

High school diploma

Outils

Windows

Microsoft Office

Description du poste

Work Shift Evening Work Day(s) Monday-Friday Shift Start Time 8:00 AM Shift End Time 4:00 PM Worker Sub-Type Regular Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description

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 including MyChart Bedside. 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. Experience 3 years of experience in customer service Preferred Qualifications Experience in healthcare Medical terminology knowledge Proficient in Spanish Education Bachelor’s degree 5 years experience with an associates degree, or 7 years experience with a high school degree Certification Summary Heartsaver Certification within 1 year of employment Knowledge, Skills and 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 Proficient in Windows and Technology including Microsoft Office (Word, Excel, Outlook) Self-starter with the 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

Job Responsibilities

Trends service data received via NRC Health as relates to behaviors (bedside manner and interactions between staff, patients, and families) and partners with Family Experience Specialists to establish possible best practice and process improvements. Provides liaison service between customers and hospital staff. Visits and rounds on patients and families in designated areas and follows up on any problems reported by patients and families. 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. Thoroughly documents all rounds in Rounds+ and sends service alerts as needed while collaborating with unit leadership on resolving issues. Ensures that customers receive the best service possible through providing information and coordinating with other functions and departments as required including provisioning MyChart Bedside tablets to admitted patients. Acts as family 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). Refers any medical care issues to the nursing leadership for appropriate handling and partners with Patient Representatives on clinical issues. Advises all relevant departments of patient/parent/customer concerns that require staff intervention. Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner including proper consents for MyChart Bedside tablets. Documents each round when the round is completed. Performs follow-up with patients who have been in the hospital regarding the services they received. Provides weekly and monthly reports to supervisor/manager. Provides coverage at all locations by picking up shifts or assisting at other campuses (unless hired for a specific department). Maintains a great impression for the hospital and serves as a service excellence role models for other Children’s Healthcare of Atlanta staff. Performs other duties as assigned by the manager or director.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address 1001 Johnson Ferry Rd

Job Family Family Support Children’s Healthcare of Atlanta has been 100 percent committed 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, 20 neighborhood locations and a total of 673 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 recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. 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 as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.