Surgical Liaison

Beth Israel Lahey Health; Beverly (MA); On-site; USD 27,000 - 36,000; Full time

Job summary

Beth Israel Lahey Health seeks a Surgical Liaison to bridge communication between patients, families and perioperative staff in the surgical waiting area. You will share non-clinical updates and guide families through the perioperative journey.

In this role, you’ll enhance patient and family satisfaction by coordinating interactions, supporting discussions with physicians, and helping families navigate waiting areas and pre-admission steps.

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.

Skills

Strong interpersonal and communication

Professionalism in sensitive / conf.

Excellent organizational and coord.

Empathy and patient experience

Fast-paced healthcare environment

Education

High School Diploma or equivalent

Job description

When 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 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
  • Operating 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 efforts.
• Provide direction and guidance to patients and families navigating:
  • Surgical waiting areas
  • Pre-Admission Testing (PAT)
  • Anesthesia consultations
• Communicate surgical arrival times to patients and ensure appropriate routing of clinical questions to RN staff.

Qualifications

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

Skills & Competencies

• Strong interpersonal and communication skills
• Ability to manage sensitive/ confidential interactions with professionalism
• Excellent organizational and coordination abilities
• Customer service mindset with a focus on empathy and patient experience
• Ability to work in a fast-paced healthcare environment

Pay Range

$19.50 - $26.24

The 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/Disabled