Description

JOB PURPOSE:
Serves as a liaison between the organization, patients, and patients' relatives. Responsible for
communicating the patient’s problems, questions, complaints, and concerns to the appropriate staff.
Physicians, Leadership and patient experience department. Provides a specific channel for patients and
families to obtain information, general assistance, complaint resolution and referrals to appropriate
resources. Supports the ED staff and case management by assisting with patient social issues; including
arranging care for assault patients, facilitate post mortem care (including organ donation as appropriate),
family grieving and family support in critical situations.

KEY RESPONSIBILITIES:
• Meets with patients, families and caregivers to identify and address non-clinical barriers to
discharge, such as arranging follow up appointments and transportation
• Supports the post-acute referral process to external providers (i.e.Home Health, Rehabilitation,
Hospice, Ambulatory Care, Durable Medical Equipment, other as needed identified)
• Maintains resource list and community resources (i.e. pamphlets and resource guides)
• Provides patients / family members with Community Resources
• Coordinates as needed with other members of the care team
• Organizes family meetings and/ team conferences
• Works with the treatment team to provide solutions for complex cases (i.e. Behavioral Health
and/or barriers to discharge)
• Coordinates appropriate reporting to legal agencies as needed with respect to abuse and neglect
• Identifies and documents quality variances and/or barriers to discharge
• Listens to, supports, and serves as a liaison between patients, family members, visitors, staff,
administration, and physicians dealing with emotionally charged issues
• Handles issues, complaints and grievances of patients, family members and visitors
• Communicates patients’ problems, questions, complaints and concerns to the appropriate staff
members
• Explains hospital policies and procedures to patients, family members and visitors, tactfully
clarifying discrepancies between Hospital procedures and patient expectations
• Provides compassionate support and assistance to family members of terminally ill and deceased
patients
• Refers clinical complaints and risk management issues to appropriate personnel, and follows through to ensure resolution; assists in preparing reports of incidents that could result in legal action or formal grievances
• Ensures compliance with regulations, policies and procedures
• Completes death paperwork, facilitates communication with organ donation and completes required consults and associated forms
• Provides compassionate support and assistance to family members of terminally ill and deceased patients

KNOWLEDGE, SKILLS, ABILITIES
• Superior skills in written and verbal and interpersonal communication.
• Ability to establish and maintain rapport with patients, family members, visitors, and hospital staff.
• Ability to remain calm under pressure and stress.
• Excellent leadership and organization skills.
• Basic computer literacy.
• Ability to adapt to irregular schedules and an increasingly demanding volume of work.

Disclaimer
The above information is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of responsibilities, duties and skills required of the personnel so classified