Job Description

Department/Unit: Admitting Operations
Work Shift: Weekend_Evening (United States of America)
Salary Range: $18.00 - $23.00
The primary responsibility of the Patient Access Liaison - Emergency Department is to be the first point of contact for patients, family members and visitors. The Liaison will assist triaging needs and provide direction for the request. The Liaison is located in the Waiting Room of the Adult Emergency Department as a result, the ability to manage inquiries from patients and families regarding wait times, desire to visit loved ones, or other general questions. During a trauma may be the first contact to assure the Family Room is available and needs of the family are met until such time as Social Work and/or Pastoral Care are able to assume responsibility. The Liaison is responsible for managing visitor flow in concert with the clinical care provider needs. The Liaison will ensure that the patient's visitors are comfortable and knowledgeable about Albany Medical Center, Visitor Guidelines and the experience of the patient in our Emergency Department.
Duties and Responsibilities include:
* Responsible for Emergency Department Visitor Flow; working directly with Clinical Staff to ensure patients may have visitors
* During a Trauma event, the Liaison may be the first point of contact for family; the Family Room will be prepared for the family and Liaison will be the point of contact until Social Work or Pastoral Care arrive
* Point of contact for patient, family and visitor questions regarding Wait Times; Patient Status; Wayfinding
* Assures interactions with patients, families and visitors are handled with diplomacy, respect and calm demeanor
* Responsible for managing high-stress, volatile situations with ease
* Demonstrate an understanding of the job description, performance expectations, and competency assessment.
* Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
* Participate in departmental and/or interdepartmental quality improvement activities.
Minimum Qualifications:
* High School Diploma
* Demonstrated success in customer service, preferably in an Emergency Department setting
* 1-2 years direct customer/patient experience
* Ability to handle high volatility and a stressful environment
* Ability to engage patients/customers in a calm, respectful manner; regardless of the tone or attitude of the patient/customer
* Ability to communicate diplomatically with a diverse group which will include patients, family members, and visitors
* Demonstrated flexibility and adaptability in an ever-changing environment
Thank you for your interest in Albany Medical Center!
Albany Medical is an equal opportunity employer.
This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.