Patient Experience Liaison- Emergency Services (TEMPORARY)
Full Time
Orlando, FL 32827
Posted
Job description
Nemours is seeking a Patient Experience Liaison (Emergency Services) FULL-TIME to join our Nemours Children's Hospital team in Orlando, Florida.
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Located in Orlando, Fla., Nemours Children's Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area's only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children's Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.
The ED Experience Specialist acts as a patient experience liaison to Emergency Department patients and families. He/She places post-visit phone calls to all ED patients and families in order to ensure the ideal patient experience was provided during the visit.
Position Responsibilities
Position Requirements
Located in Orlando, Fla., Nemours Children's Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area's only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children's Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.
The ED Experience Specialist acts as a patient experience liaison to Emergency Department patients and families. He/She places post-visit phone calls to all ED patients and families in order to ensure the ideal patient experience was provided during the visit.
Position Responsibilities
- Connects to patients and families in a compassionate manner, addressing all aspects of service excellence with the family, during post-visit phone calls. Monitors and reports call back connect rate via EPIC report processing.
- Provides staff feedback when obtained from family phone calls. Communicates compliments and constructive feedback to appropriate supervisor for sharing.
- Provides timely service recovery and escalates patient/family concerns as identified during follow up phone calls and during patient/family interactions in the department.
- Maintains the confidentiality of patient/family concerns related to staff performance.
- Audit patient rooms to ensure the white boards are updated with care team information.
- Round to ED commons during peak wait times to support service excellence through the provision of activities for patients and families.
Position Requirements
- High School Diploma
- Must be proficient in conversational English and Spanish
- Minimum of 3 months experience
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