Patient Liaison- Emergency Department

Baystate Health; Springfield (MA); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Competitive Pay & Benefits

Tuition & Training

Career Growth

Regional Opportunities

Retirement

Paid Time Off

Job summary

Baystate Health is seeking a Patient Liaison to join the Emergency Department team at Baystate Medical Center in Springfield, Massachusetts. The role involves assisting patients and visitors, coordinating with care teams, and ensuring clear communication throughout the patient journey.

Responsibilities include conducting rounds, supporting a welcoming environment, resolving conflicts professionally, and coordinating transport and virtual communication as needed.

Qualifications

• GED or HiSET required for employment.
• Strong communication and interpersonal skills are essential.
• Ability to coordinate with patients, families and care teams.

Responsibilities

• Greet and assist patients, families and visitors with information and guidance.
• Serve as a liaison between patients, families and care teams for timely communication.
• Conduct regular rounds to identify needs and provide updates.
• Promote a welcoming, compassionate environment and age-appropriate care.
• Manage difficult interactions with professional communication and de-escalation.
• Coordinate discharge transportation and assist with virtual communication between patients and families.
• Support department operations through teamwork and timely escalation of concerns.

Skills

Communication

Empathy

De-escalation

Teamwork

Education

GED or HiSET

Job description

Patient Liaison: – Emergency Department

Emergency Department Technician in Springfield, MA | Baystate Health Careers

Department:

Emergency

Location:

Baystate Medical Center, Springfield Massachusetts

Job Type:

Full-Time

Shift:

Second

Make an Impact with Baystate Health

Baystate Health is seeking a Patient Liaisonto join our Emergency Department team at Baystate Medical Center in Springfield, Massachusetts. Our Emergency Department team provides care to a diverse adult patient population, working closely with physicians, nurses, and interdisciplinary teams to deliver safe, compassionate, high-quality care.

Patient Liaison Responsibilities Include:

• Patient & Visitor Support: Greet and assist patients, families, and visitors, providing directions, information, and guidance throughout the Emergency Department.
• Communication & Coordination: Serve as a liaison between patients, families, and care teams to ensure timely and accurate communication.
• Patient Rounding: Conduct regular rounds in waiting and treatment areas to identify needs, provide updates, and address concerns.
• Patient Experience: Promote a welcoming, supportive environment while delivering compassionate, age-appropriate care.
• Conflict Resolution: Manage challenging interactions professionally using effective communication and de-escalation techniques.
• Transportation & Technology Assistance: Coordinate discharge transportation, arrange escorts, and assist with virtual communication between patients and families.
• Team Collaboration: Support department operations through teamwork, respectful communication, and timely escalation of patient concerns.

Schedule Details

• Job Type: Full-Time, 36 hours per week
• Shift: Second, 11am-11:30pm
• Schedule: 12-hour shifts
• Weekend Requirement: Every other weekend
• Holiday Requirements: Every other Holiday

Benefits That Support You

At Baystate Health, you get the best of both worlds: the resources, stability, and career opportunities of a large integrated healthcare system with the supportive culture of a community-focused organization.

Depending on eligibility, benefits may include:

• Competitive Pay & Benefits: Medical, dental, and vision coverage, including local Health New England plans.
• Tuition & Training: Tuitionassistance, CEUs, and professional development opportunities.
• Career Growth: Clinical advancement, leadership development, and internal career opportunities.
• Regional Opportunities: Career options across Baystate Health hospitals, practices, and services throughout western Massachusetts.
• Retirement: Retirement savings and employer match.
• Paid Time Off: Generous PTO for eligible employees.

About Baystate Health

Baystate Health is an integrated healthcare system serving patients and communities throughout western Massachusetts. Our network includes Baystate Medical Center, Baystate Children's Hospital, Baystate Noble Hospital, Baystate Franklin Medical Center, Baystate Wing Hospital, Baystate Medical Practices, and Baystate Home Health & Hospice.

Whether you provide direct patient care, clinical services, or operational support, your work at Baystate Health helps improve the health of the communities we serve.

Start Your Career at Baystate Health

You Belong at Baystate.

Education:

GED or HiSET (Required)

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

$16.34 - $18.78 - $21.46

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.