Family Liaison

University of Utah Health; Salt Lake City (UT); On-site; USD 28,000 - 34,000; Full time

Job summary

University of Utah Health is seeking a patient-focused liaison to bridge communication between care providers and patient families. The role emphasizes maintaining a calm waiting room environment and providing resources to meet family needs.

The incumbent collaborates with nurses, volunteers, and perioperative staff to ensure smooth information flow and exceptional patient service. This position requires excellent communication, empathy, and the ability to multi-task in a fast-paced healthcare

Qualifications

• One year of experience in a healthcare environment.
• Demonstrated excellent communication, interpersonal, organizational, and follow-through skills.
• Knowledge of HIPAA regulations to protect patient information.

Responsibilities

• Meets needs of patient, family, and visitors with compassionate service by organizing services and offering solutions.
• Communicates with primary care nurse and keeps charge nurses informed of issues promptly.
• Collaborates with volunteers at the waiting room desk and with perioperative staff regarding patient needs.
• Ensures smooth handoffs between liaisons and volunteers and facilitates communication among medical personnel, patients, and families.
• Maintains a safe, clean waiting room environment in partnership with housekeeping and facilities.

Skills

Communication skills

Interpersonal skills

Organizational skills

Follow-through

HIPAA knowledge

Active listening

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA This position is responsible for providing a bridge of communication between care providers and patient families. The incumbent promotes a calm environment for families within the waiting room, and provides resources to help meet their needs. Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Meets the needs of the patient, family members, and visitors in a compassionate manner by organizing services and offering solutions to problems as needed.
• Communicates appropriately with the primary care nurse and keep the charge nurses informed of any problems in a timely manner.
• Collaborates with organizational volunteers who are stationed at the waiting room desk.
• Communicates any special needs patients and their families may have, to the appropriate perioperative staff.
• Collaborates with peers in order to continually improve processes.
• Ensures a smooth hand off between liaisons and volunteers.
• Frequently rounds the perioperative areas in order to facilitate communication between medical personnel, patient, patient family, visitors, and nursing staff.
• Staffs the waiting room desk when needed.
• Supervises the physical environment of the waiting room by working with housekeeping and facilities to ensure it is kept clean and safe.

Knowledge / Skills / Abilities

• Demonstrated excellent communication, interpersonal, organizational, and follow-through skills.
• Ability to maintain a positive attitude, high degree of professionalism, and passion for providing excellent customer service.
• Ability to display active listening and verbalize empathy while developing relationships with patients, guests and co-workers.
• Ability to quickly learn new procedures and processes.
• Able to prioritize ad multi-task in a fast paced environment.
• Demonstrated knowledge of HIPAA regulations to ensure patient information is guarded and respected.

Required

Qualifications

• One year of experience in a healthcare environment.

Preferred

Qualifications (Preferred)

• Two or more years of experience in a health care environment.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position requires may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects.

Physical Requirements

• Carrying, Color Determination, Lifting, Listening, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking