Surgical Liaison

Northeast Hospital Corporation; United States; On-site; USD 26,000 - 36,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Surgical Liaison to join the perioperative team. This role sits in the surgical waiting area, facilitating communication among patients, families, physicians, and staff to provide non-clinical updates and reassurance throughout the surgical journey.

The liaison serves as the primary contact for families, ensuring a positive, informed experience by guiding them through the perioperative process and coordinating with care teams.

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.
• Communicate non-clinical updates regarding patient status and progress throughout the perioperative course.
• Assist with approved and unobtrusive visitation in designated areas to support family involvement.
• Promote patient and family satisfaction by ensuring a positive waiting area experience.
• Coordinate with Patient Advocates to support service recovery efforts.
• Guide families through Surgical waiting areas, PAT, and anesthesia consultations.

Skills

Interpersonal skills

Communication

Customer service

Empathy

Organization

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.

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

At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs. Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life. While you're busy caring for and supporting our patients, we take care of you.