Surgical Liaison

Beth-Israel-Lahey-Health; Beverly (MA); On-site; USD 26,000 - 36,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Surgical Liaison to be the primary contact for patients and families in the perioperative setting. The role focuses on non-clinical updates, coordinating communications among patients, families, physicians, and perioperative staff, and ensuring a positive waiting-area experience.

Ideal candidates will have strong interpersonal skills, prior customer service experience, and the ability to navigate a fast-paced healthcare environment while maintaining

Qualifications

• High School Diploma or equivalent is required.
• Prior customer service experience required.
• Reception and/or scheduling experience preferred.

Responsibilities

• Serve as the primary liaison between patients, families, and perioperative staff, including physicians and nursing teams.
• Communicate timely, non-clinical updates regarding patient status and progress throughout the perioperative course, including: Pre-operative holding, OR, PACU, SDC.
• Facilitate the availability of patient families for confidential physician discussions.
• Support family involvement in the perioperative experience by assisting with approved and unobtrusive visitation in designated areas.
• Promote exceptional patient and family satisfaction by ensuring a positive and supportive waiting area experience.
• Coordinate with Patient Advocates as needed to support service recovery efforts.
• Provide direction and guidance to patients and families navigating: Surgical waiting areas, PAT, Anesthesia consultations.
• Communicate surgical arrival times to patients and ensure appropriate routing of clinical questions to RN staff.

Skills

Interpersonal skills

Communication skills

Organization & coordination

Customer service mindset

Education

High School Diploma or equivalent

Job description

Beverly, MA • Beverly Hospital • Full-time • EveningWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.The Surgical Liaison is a key member of the perioperative team, assigned to the surgical waiting area to facilitate communication among patients, families/friends, physicians, and perioperative staff. This role serves as the primary point of contact for non-clinical updates, ensuring a positive, informed, and supportive experience throughout the surgical journey.The Surgical Liaison plays a critical role in enhancing patient and family satisfaction by supporting communication, coordinating interactions, and guiding families through the perioperative process.Job Description:Key ResponsibilitiesServe as the primary liaison between patients, families, and perioperative staff, including physicians and nursing teams.Communicate timely, non-clinical updates regarding patient status and progress throughout the perioperative course, including:Pre-operative holdingOperating Room (OR)Post-Anesthesia Care Unit (PACU)Surgical Day Care (SDC)Facilitate the availability of patient families for confidential physician discussions.Support family involvement in the perioperative experience by assisting with approved and unobtrusive visitation in designated areas.Promote exceptional patient and family satisfaction by ensuring a positive and supportive waiting area experience.Coordinate with Patient Advocates as needed to support service recovery effortsProvide direction and guidance to patients and families navigating:Surgical waiting areasPre-Admission Testing (PAT)Anesthesia consultationsCommunicate surgical arrival times to patients and ensure appropriate routing of clinical questions to RN staff.QualificationsHigh School Diploma or equivalent is requiredPrior customer service experience requiredReception and/or scheduling experience preferredSkills & CompetenciesStrong interpersonal and communication skillsAbility to manage sensitive/ confidential interactions with professionalismExcellent organizational and coordination abilitiesCustomer service mindset with a focus on empathy and patient experienceAbility to work in a fast-paced healthcare environmentPay Range:$19.50 – $26.24The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.Equal Opportunity Employer/Veterans/DisabledJob detailsEmployment: Full-timeHours/Week: 40Shift: EveningCategory: Administrative & ClericalPay Range: $19.50 - $26.24FLSA: Non-ExemptReq ID: JR101426