Patient And Family Care Liaison

Company Description

Experience the highest level of appreciation at UM Baltimore Washington Medical Center — named Top Workplace in the Baltimore area by The Baltimore Sun two years in a row (2019 & 2020); Top Workplace in the USA for 2021! As part of the acclaimed University of Maryland Medical System, our facility is one of three ANCC Pathway to Excellence® designated hospitals in Maryland. UM BWMC features one of the state’s busiest emergency departments, as well as a team of experts who care for our community and one another. The University of Maryland Baltimore Washington Medical Center (UMBWMC) provides the highest quality health care services to the communities we serve. Our medical center is home to leading-edge technology, nationally recognized quality, personalized service and outstanding people. We have 285 licensed beds and we’re home to 3,200 employees and over 800 physicians. Our expert physicians and experienced, compassionate staff are connected to medical practices in the local community as well as at University of Maryland Medical Center in downtown Baltimore. For patients, this means access to high-quality care and research discoveries aimed at improving Maryland’s health. Our physicians and nursing staff specialize in emergency, acute, medical-surgical and critical care. In addition, our medical center is home to many Centers of Excellence, offering expert outpatient health care.

General Summary

Under direct supervision assists with daily operations of the assigned unit or department. Greets and establishes relationships with patients, families and visitors in order to facilitate communications with the staff and physicians and support the plan of care. Ensures and provides the highest level of service, answers questions, and directs patients and their families as needed.

Mission

All employees are responsible for extending the mission and values of Baltimore Washington Medical Center by dedicating oneself to providing the highest quality healthcare services to the communities we serve.

Reporting Relationships

Reports to Manager of patient care unit to which assigned or designated unit leader (i.e. Charge Nurse).

Qualifications

Qualifications, Knowledge, Skills and Abilities

• Ability to demonstrate positive guest relations skills when dealing with challenging people and difficult situations. Practices effective listening and problem-solving skills.
• Knowledge of basic use of computer and will train for appropriate use of other relevant applications. Professional telephone etiquette.
• Post high school certificate or college coursework in health care or guest relations strongly preferred.
• Current CPR certification required, will be provided by employer during orientation
• Highly effective interpersonal and verbal skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary. Ability to adapt communication style and tone to fit the situation.
• High School Diploma or equivalent required
• A minimum of one (1) year in person customer service experience is required. Experience in a hospital or health care setting is preferred.
• Must be able to read, write, and speak the English language fluently; bilingual Spanish a plus but not required
• Nonviolent Crisis Intervention (NCI) and Stop the Bleed training will be provided during orientation

Working Conditions

Works inside a clean, well-lighted environment. Potential for verbal abuse by patients. Potential for regular exposure to communicable diseases and hazardous materials, required the observance of Standard Precautions and safe handling practices. This position has been classified as medium exposure risk and requires completion of an annual respirator mask fitting.

Physical Requirements

Requires frequent walking and standing with frequent stooping and bending. Requires pushing, pulling and maneuvering wheelchairs weighing in excess of 100 lbs. 80% of the time in accordance with Safe Patient Lifting policy. Requires lifting and carrying equipment and supplies weighing in excess of 30 lbs. Requires ability to communicate verbally with patients, medical center staff, physicians and other customers. Requires visual acuity for reading patient logs, identification bracelets, etc. Ability to hear spectra link phone to receive request.

Additional Information

All your information will be kept confidential according to EEO guidelines.