THE MEDICAL HEART OF MARYLAND
Treating over 330,000 patients every year, the University of Maryland Medical Center is at the vital core of Maryland’s health care system and community. We’re known for our prestigious expertise in innovative research and education, along with the talented staff and advanced centers that make it all possible. The R Adams Cowley Shock Trauma Center, the world’s first center dedicated to trauma, treats more than 7,500 critically injured patients a year with an incredible 97 percent survival rate. We also have one of the nation’s largest kidney and pancreas transplant programs at The Joseph and Corinne Schwartz Division of Transplantation, home to Maryland’s first steroid-free protocol and pancreas/kidney transplant. From our National Cancer Institute-designated UM Marlene and Stewart Greenebaum Cancer Center to The University of Maryland’s Children’s Hospital, one of the largest pediatric centers in the state, we are dedicated to saving and transforming lives.
We are looking for talented Patient and Family Care Liaison to join our team here at University of Maryland Medical Center Downtown Campus.
At the University of Maryland Medical Center (UMMC), a designated Magnet facility, we are a team. Nurses and doctors, specialists and therapists, and security professionals work shoulder-to-shoulder to give our patients and visitors the care they deserve. We take time to celebrate each other’s contributions and treat each other with respect by valuing each other’s ideas and opinions. Ultimately, we support each other’s growth. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work!
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.
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Cordially greets families and visitors upon arrival to the unit or department. Orients each family to the processes associated with the unit or department including communication with the clinical staff, and visitation with the patient. Reviews the patients’ rights and responsibilities, including the management of patient belongings and valuables on admission and throughout an admission.-
Develops strong relationships with patients, families, physicians and staff to ensure a professional and consistent experience in the unit or department. Anticipates needs of families in waiting rooms and the patient rooms. Ensures excellent customer service while interacting with and serving a culturally diverse population.
- Employee exhibits emotional maturity by controlling emotions during frustrating or anger provoking situations with others
- Employee exhibits emotional maturity by remaining calm during crisis or emotionally charged situations.
- Employee exhibits a positive attitude at all times and exhibits enthusiasm while performing duties.
- Employee acts as role model in demonstrating customer service behaviors.
- Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and confident demeanor.
- Under the supervision of nursing, answers call bells and appropriately communicates the needs of the patient and family with nursing staff. Can independently offer comfort items such as blankets, linens, and other amenities.
- Coordinates communications for families in delicate and stressful situations. Manages requests from patients, families, visitors, physicians, and other staff while maintaining departmental and hospital policies. Displays sensitivity to patient and family concerns, in a non-judgmental way.
- Works cooperatively to resolve issues and concerns that arise using Act with HEART service recovery strategies. Possesses integrity and accountability in actions based on values consistent with C2X and behavioral standards. Ability to make appropriate judgments to resolve issues proactively.
- Maintains collaborative working relationship with other departments, referring issues when appropriate, i.e. Pastoral Care,
- Completion of a high school level of course work with attainment of a high school diploma, High School Equivalency Certificate (GED) or equivalent experience.
- A minimum of one 1) year customer service experience is required. Experience in a hospital or health care setting is preferred.
Additional Information
All your information will be kept confidential according to EEO guidelines.
