Patient Representative - Nights

Carilion Clinic; Roanoke (VA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, & Vision benefits

Pension plan

Paid Time Off

Onsite fitness facilities

Wellness app access

Childcare discounts

Continued education and training

Job summary

Carilion Clinic in Roanoke, VA is seeking a Patient Liaison for the Night shift who supports patients and families by facilitating communication, coordinating resources, and enhancing the overall experience.

As a Patient Representative you will collaborate with medical staff, advocate for patients, resolve concerns, connect them to services, and help with discharge planning while maintaining HIPAA compliance and delivering compassionate care.

Qualifications

• Bachelor’s degree or 4 years relevant experience.
• Minimum of 1 year of experience working with the public.
• Strong interpersonal, communication, and conflict resolution skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Knowledge of community resources and patient support services preferred.
• Demonstrated ability to maintain confidentiality.

Responsibilities

• Works collaboratively with medical staff to support patient care plans and outcomes.
• Serves as a liaison between patients, families, and healthcare teams to promote communication.
• Advocates for patients and families by identifying needs and coordinating services.
• Identifies, assesses, and responds to questions, concerns, complaints, and grievances.
• Facilitates resolution of complex or sensitive situations involving patients, families, and staff.
• Provides emotional support to patients and families during crisis situations.
• Monitors patient flow in the ED and supports discharge planning and LWBS reduction.
• Connects patients with available community resources and transportation support.
• Works with Risk Management, Pastoral Care, and community partners as needed.
• Assists with education, outreach, and programs to enhance patient experience.

Skills

Interpersonal skills

Communication skills

Conflict resolution

Fast-paced environment

Confidentiality

Education

Bachelor’s degree or 4 years relevant experience

Job description

Employment Status:

Full time

Shift:

Night (United States of America)

Facility:

1906 Belleview Ave SE - Roanoke

Requisition Number:

R162160 Patient Representative - Nights (Open)

How You’ll Help Transform Healthcare:

The Patient Liaison supports patients and families by facilitating communication, coordinating resources, and enhancing the overall patient experience. This role serves as a key resource within the hospital, addressing concerns, resolving issues, and connecting patients to appropriate services.

The Patient Representative

• Works collaboratively with medical staff to support optimal patient care plans and outcomes.
• Serves as a liaison between patients, families, and healthcare teams to promote communication and understanding.
• Advocates for patients and families by identifying needs and coordinating appropriate services and resources.
• Identifies, assesses, and responds to patient and family questions, concerns, complaints, and grievances.
• Facilitates resolution of complex or sensitive situations involving patients, families, and staff.
• Provides emotional support to patients and families during crisis situations.
• Monitors patient flow when working in the Emergency Department and assists in reducing "left without being seen" (LWBS) rates.
• Supports patient placement, including movement from waiting areas and discharge lounge coordination.
• Connects patients with available community resources.
• Works with insurance agencies to assist with patient transportation.
• Collaborates with interdisciplinary teams including Risk Management, Pastoral Care, and community partners.
• Assists with public-facing activities such as education, outreach, and special programs to enhance patient experience.
• Participates in initiatives to improve patient satisfaction and service excellence.
• Administers and supports patient experience surveys and feedback processes.
• Serves as a resource regarding patient rights and responsibilities, hospital policies and procedures, advance directives, and organ donation.
• Maintains compliance with HIPAA and confidentiality standards in all interactions.
• Assists with front-line communication including answering phones and supporting patient inquiries.
• Promotes a professional, patient-centered environment focused on quality care and service excellence.
• Enhances professional development through participation in education and training opportunities.

What We Require:

Education: Bachelor’s degree required or 4 years of relevant experience in lieu of degree.

Experience: Minimum of 1 year of experience working with the public is required.

Licensure, Certification, and/or Registration: None required.

Other Minimum Qualifications: Strong interpersonal, communication, and conflict resolution skills. Ability to work in a fast-paced environment and manage multiple priorities. Knowledge of community resources and patient support services preferred. Demonstrated ability to maintain confidentiality.

This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

Compensation Range:

$17.39 - $24.35

Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Benefits, Pay and Well-beingat Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training