Family Support Liaison - Emergency Dept

CHS Children's Hospital and Health System, Inc.; United States; On-site; USD 20,664,000 - 30,307,000; Part time

Job summary

Children’s Wisconsin is seeking an Enterprise-wide Experience Liaison for the Emergency Department/Trauma Center. The role focuses on creating a supportive, informative environment for patients and families, including providing comfort items and ensuring waiting areas are clean and welcoming.

Under the Patient Care supervisor, you will help reduce wait anxiety, connect families with resources, and support staff in delivering compassionate care in a fast-paced setting.

Qualifications

• High School graduate or GED/HSED required.
• 1+ years customer service experience including conflict management required.
• Experience within an Emergency Department preferred.
• Demonstrated experience with de-escalation preferred.
• Critical thinking skills required to make independent decisions in a fast-paced environment.
• Excellent customer service, communication, interpersonal, and prioritization skills are essential.

Responsibilities

• Promotes a culture of exceptional experience for children and families in the EDTC. Provides information and resources to support patient and family needs.
• Provides comfort care items and distractions to patients and families, contributing to the wait experience.
• Supports overall cleanliness of waiting room areas.

Skills

Customer service

Conflict management

De-escalation

Critical thinking

Communication

Teamwork

Interpersonal skills

Computer systems

Education

High School diploma or GED

Tools

Computer systems

Job description

At Children’s Wisconsin, we believe kids deserve the best. Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country. We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day,

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/

Schedule Details

2:00pm-10:30pm, .2 and .4 FTE options available, weekend and holiday rotation requirement

Serves as an enterprise wide experience liaison, promoting a culture of exceptional experience for children and families. Under the direction of the Patient Care supervisor, maintains a supportive, informative, and comfortable environment for patients and their families. Provides information and resources within the emergency department and trauma center (EDTC) to support the needs of each patient and family, contributing to their wait experience. Will provide comfort care items and distractions to the patient and family. Supports the overall cleanliness of waiting room areas.

Requirements

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) Required
• 1+ years customer service experience including conflict management situations Required
• Experience within an Emergency Department Preferred
• Demonstrated experience with de-escalation Preferred
• Critical thinking skills required to make independent decisions and problem solve in a complex, fast paced environment.
• Excellent customer service, communication, interpersonal, and prioritization skills are essential.
• Ability to work independently or as a team.
• Exudes confidence and finesse in stressful situations-effectively diffusing negativity.
• Effective interpersonal communication skills necessary to interact courteously and tactfully with patients, parents/families and members of health care team
• Ability to maintain positive communication skills during highly stressful situations in response to the needs of the patient and family and escalates issue when appropriate
• Demonstrates ability to value differences
• Knowledge of computer systems

The Emergency Department/Trauma Center provides emergency health care for children and adolescents up until their 18th birthday who present for care.. Emergency care is provided for all types of illnesses and injuries, 24 hours a day. The severity of illness and injury varies and is defined by the Triage guidelines as non-urgent, urgent, and emergent. 54% of all inpatient admissions will come from the EDTC, which is 17% of all EDTC patients. With the frequent populations seen, collaborative practice protocols help to expedite care delivered.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses: Dedicated solely to the health and well-being of children

We are the region's only independent healthcare system dedicated solely to the health and well-being of children. In Milwaukee and throughout the state, we provide kids and their families a wide range of care and support - everything from routine care for ear aches or sore throats to life saving advances and treatment options. Our academic partner, The Medical College of Wisconsin, brings many of the nation's most well-respected doctors to our team. Together we work to ensure that every child and family we serve receives nothing but the best. Learn more about our affiliation with the Medical College of Wisconsin and the power of academic medicine. Please let us know a little about yourself so we can connect on future openings!