Patient Liaison

JOB SUMMARY:

Serves as a liaison for patients, family members, and visitors to assist with comfort, communication, health education and resolution of concerns. Follows and adheres to the Ephraim McDowell Health nursing professional practice model if applicable. Performance that accomplishes patient and family centered care as central to practice and a foundation of caring, compassion, competence, communication, collaboration and teamwork. Responsible to participate in shared nursing leadership to accomplish positive outcomes, education, respect, dignity and safety for the patient and their family. Accountable for leadership of self and others. Exhibits the values of F.I.R.S.T. (Friendliness, Innovation, Respect, Service, and Trust).

 

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

 

Competent Associate

Serve as a patient advocate.

Accountable for problem solving and critical thinking.

Knowledgeable of therapies, diagnostic results and products for patient use.

Participate in peer review processes when applicable.

Use evidenced based practice and pursue new knowledge including but not limited to:

Participation in data collection and implementation of research/pilots and creation of new projects.

Sharing research findings with others for the development of policies, procedures, and practice guidelines for patient care.

Application of knowledge and skills to the practice of nursing if applicable.

Systematically evaluate clinical care to:

Demonstrate understanding of the performance improvement process.

Collect and monitor data for quality and effective clinical care.

Implement activities to enhance the quality of clinical care.

Participate with interdisciplinary teams that evaluate clinical practice or health services.

Participate in root cause analysis and corrective action plans, when indicated.

Demonstrate knowledge of and execution of the department’s standards, policies and procedures to ensure safe, effective patient care.

Share knowledge and skills with colleagues, provide peers with constructive feedback regarding their practice and interact with colleagues to enhance one’s own professional nursing practice.

 

Patient Education

Serve as patient, family, and Associate mentor to:

Utilize multi-disciplinary and/or unit based teams and exemplify knowledge of external/internal resources to achieve desired outcomes.

Facilitate the continuum of care on a daily basis meeting regulatory standards and communicating patient care findings as appropriate.

Defend patient rights and improves care on the unit and in the Organization.

Apply patient goals and education utilizing knowledge of age appropriate, culturally and ethically sensitive care techniques throughout the patient’s life span.

Utilize teaching tools in order to provide instructional guidance as needed related to the education of the patient, family and/or support person specific to the patient’s assessed learning needs.

Provide persistent and realistic instructional methodology to empower the patient and family to develop skills to advocate for themselves.

 

Respect/Dignity

Exhibit trustworthy behaviors, as noticed by colleagues, patients, and their families.

Conduct self in an ethical manner while working toward positive outcomes for the patient and their family.

Assume responsibility for personal health behaviors.

Demonstrate optimism and adapt to changes made in the department.

Show genuine concern for colleagues, patients, and their families.

Maintain patient confidentiality within legal and regulatory parameters and deliver care in a non-judgmental and non-discriminatory manner that is sensitive to patient diversity.

Deliver care in a manner that preserves patient autonomy, dignity

and rights; seek available resources in formulating ethical decisions, preserve the patient’s privacy and refer cases as appropriate to the Ethics Committee.

 

Patient Safety

Promote a culture of safety through identification of adverse events that warrant disclosure.

Report incidents, "near-misses", and other critical and adverse outcomes using standard procedures including the documentation of the incident in the approved EMH incident reporting system

 

Shared Nursing Leadership if applicable

Embrace new concepts by making efforts to become a self-directed, creative, progressive and visionary thinker.

Foster innovation by motivating and inspiring others.

Pursues advanced education, professional membership and certification, as available.

Skilled in decision making abilities and exhibits a positive character.

Contribute to a supportive and healthy work environment for students and Associates.

Collaborate with Director and Associate Education to maintain and improve Associate competency.

Values and respects all levels of nursing.

In collaboration with the manager/supervisor assure all policies relating to Associates are consistently followed.

Provide input regarding the Associate’s Performance Appraisal/Competency Review.

Provide peers with constructive feedback regarding their practice through peer review activities.

 

Communication/Collaboration

Maintain honest, exemplary interpersonal skills while providing open and clear communication of relevant facts.

Maintain and participate in a strong teamwork environment.

Accept instruction and suggestions with optimism in an approachable manner.

Ask questions when clarification/instruction is needed.

Maintain composure during demanding periods of time.

Act as a positive role model to implement and sustain change in the work environment.

Contribute to the achievements of the goals, mission, vision, and philosophy of the Organization.

 

Positive Outcomes

Demonstrate a commitment to professional and ethical accountability. Maintains and expands knowledge and skill.

Possesses a spirit of inquiry to promote excellent patient care.

Sustain a helping, trusting, and authentic caring relationship in a healing environment for the patient and their families.

Assure that unlicensed personnel are assigned duties consistent with their education, competency, and experience to promote safe practice.

Participate in the interviewing and selection of Associates when necessary.

Identify opportunities for cost containment on unit meeting budget goals.

 

Teamwork

 

Utilize team discussions to establish goals and develop mutual trust and loyalty among colleagues.

Facilitate a partnership between healthcare team, patients, and families to establish a plan for a healing environment and desired outcomes.

Promote and maintain a positive team environment. Exemplify strong interpersonal skills:

Collaboration in a non-defensive manner.

Flexible in assignments and understands compromise.

Responds to direction.

Exhibits congenial, humble and resilient behaviors.

 

Caring/Compassion

Apply knowledge of culturally sensitive care techniques to ensure sensitivity to self and others.

Develop a nurturing, protective relationship with the patient and their family.

Maintain a calming atmosphere by providing emotional and spiritual support.

 

Essential Job Duties:

Performs daily compassionate care rounding for all inpatient units on newly admitted (1st day) patients and follows up on 3rd day rounds. Offers amenities – toiletries, blankets, stuffed animals, entertainment, books, playing cards, coloring and sodoku/crossword puzzles, etc.

Manages Patient Experience department volunteer program when volunteers are available.

Informs patients of their rights (including visitors) and to speak up to ensure their safety. Distributes Patient Experience department contact information, ensures whiteboards are current and patient information folders are being utilized.

Offers interpreting services to ensure effective communication and educates staff on properly using and documenting interpreting services.

Performs daily rounds in the Emergency Room and Surgery including waiting areas to address real time concerns and provide other assistance as needed.

Coordinates communication between families, patients, and clinical staff. Provides patients and families with information on hospital services, staff recognition programs, procedures, and protocols. Assists patients with completing Daisy and GEM award nomination forms.

Encourages family involvement by ensuring communication with family about patient’s condition by offering video conferences or phone calls and arranging family involvement in discharge planning and care transitions.

Educates patients and families on advanced directives, disease processes, infection control and PPE use, healthcare processes and medications.

Responds to emergency conditions (Code Blue, Trauma, & Rapid Response).

Provides emotional support to patients and families in times of need (i.e. codes, emergency situations, or day to day as voiced by a patient or family member).

Serves as an advocate to the patient and a negotiator for the hospital. Maintains a neutral position in times of conflict and is able to be objective, listen, and validate the patient’s concern without incriminating the Hospital.

Maintains a calm disposition and professionalism in emergency situations, Maintains a cheerful and welcoming attitude despite sometimes intense, stressful situations.

Pro-active in resolving issues as they arise. Skilled in conflict resolution and de-escalation techniques.

Educates staff about Service Recovery Program and gives patients and families tokens as appropriate.

Escalates patient complaints to grievance system coordinator, notifies unit Manager/Director of immediate issues.

Collaborates with Hospice providers and case management department on complex patient needs.

Recognizes patient birthdays and distributes special occasion/holiday gifts.

Creates positive relationships with front line staff and explains how the Patient Experience department provides support for them. Assist staff in implementing best practices. Identifies clinical staff members for Patient Experience Committee. Educates staff on new policies and initiatives.

Key member of Patient Experience Team. Identifies common causes of patient dissatisfaction and patterns in each unit. Recommends work flow process improvements.

Assists with service recovery across the organization.

Assists in creating patient oriented programs (massage, animal therapy, music therapy, etc.)

Offers staff education and coaching on an individual basis, by attending unit staff meetings and by assisting with PX 101 customer service training.

Consider the age of the patient served, apply knowledge of growth and development and age specific techniques through the life span (neonates/infants, pediatrics, adolescents, adults, and geriatric patients) when planning and implementing care.

Exemplifies high level of confidentiality.

Contributes to the achievement of the mission and philosophy of the Organization and the Patient Experience Department.

Committed to professional accountability and growth to maintain and expand knowledge and skills as directed.

Demonstrates a commitment to incorporating the core concepts of patient family centered care into practice (dignity, respect, information sharing, and participation).

Demonstrates a commitment to the development and implementation of shared governance across the Organization.

Contributes to the effective operations of the Organization by demonstrating dependability in job performance.

Cross trains with Grievance System Coordinator and supports Patient Experience Department initiatives as necessary.

Performs other related duties as assigned.

 

WORKING CONDITIONS, HAZARDS AND PHYSICAL EFFORT:

This job requires the ability to: 1) manage routine pressures when dealing with people in stressful situations and 2) maintain a positive attitude, professional manner and the ability to be objective and aware of patient/family members/visitor perceptions.

 

The tasks of this job may involve exposure to blood and/or body fluids and possible transmissible diseases. This position requires the Associate to move or position up to 25 lbs. independently. This position is for a standard work week with occasional weekday evenings to participate in PFAC events.

 

CONTACTS WITH OTHERS:

Has contact with patients, patient’s families, visitors, physicians, vendors, and Associates. This position requires excellent oral and written communication skills and the ability to interact professionally with medical staff, other professionals, governmental agencies, and the general public in the communities we serve.

 

SPECIAL SKILLS REQUIRED:

Excellent written and verbal communication; active listening, building relationships, resolving conflict, coordination, time management, detail oriented, multi-tasking, prioritizing, human relations; working under pressure and must have the ability to be tactful and diplomatic. Microsoft Office (Word, Excel, PowerPoint), Google Platform, Spreadsheet, Database Entry, and efficient computer skills are required.

Qualifications

Three to five (3-5) year’s experience in Healthcare customer service is preferred.