Clinical Liaison-Surgical Svc

• Establishes a Customer and Service Relationship with the Patient and their Family.
  •     1)Responds to patient and family member concerns and questions in the preoperative, intra-operative and post operative phase of surgery.
  •     2)Anticipates patient care and family care needs. Collaborates with other members of the interdisciplinary team as needed.
  •     3)Responds to inquiries regarding the status of patients or their planned procedure providing information, support, comfort and reassurance as well as routine condition updates.
  •     4)Prioritizes effective communication to those patients/families whose procedures have been delayed more than 30 minutes and are waiting in the Ambulatory Surgical Unit and Surgery Holding area.
  •     5)Acts as a link between families in the Surgery Waiting Roomand staff members in the Intraoperative, Surgical Post Op or Phase II Post Op departments. Relates pertinent information regarding patient or family to unit staff.
  •     6)Provides escort and/or assistance to customers throughout the facility as well as families who have special needs.
  •     7)Assists in the explanation of unit policy/procedure to patients and family members.
• Demonstrates Clinical Performance, Knowledge and Teaching To Promote and Foster Quality Patient Care and Customer Satisfaction.
  •     1)Maintains required licenses and certifications.
  •     2)Completes annual education that will facilitate customer service, crisis intervention, communication and hospital skills as required.
  •     3)Attends unit based meetings and communicates concerns, techniques and strategies for improvement related to patient and family satisfaction.
  •     4)Completes required contact hour education.
• Serves as Role Model for Customer Service and Patient Satisfaction Initiatives. Leads Surgical Services Customer Satisfaction Throughout the Continuum.
  •     6)Member of Ambulatory Patient Satisfcation Team – communicates customer service feedback and assists in developing improvement strategies
  •     1)Displays a professional image and is a customer service steward at all times and demonstrates excellent service performance.
  •     2)Identifies through customer evaluation, ideas and feedback that will improve customer satisfaction and departmental processes.
  •     3)Holds all staff members accountable for customer service standards. Acts as a coach and mentor to uphold service excellence.
  •     4)Monitors trends and areas for improvement based on patient satisfaction scores
  •     5)Researches best practices or evidence based practices that will improve customer satisfaction and loyalty.
  •     7)Solicits feedback from physicians on issues related to customer service and communication.
  •     8)Reports issues related to customer or patient satisfaction to the appropriate Clinical Manager or Director as needed.
• Provides a Safe and Secure Environment While Contributing to Effective Customer Satisfaction.
  •     1)Assists in the assessment and care of patients in the Preoperative or Post Operative care areas as needed.
  •     2)Monitors wait times, delays and customer complaints providing timely follow up and service recovery.
  •     3)Communicates reasons for excessive delays and assists in identifying and communicating time lines to patients and family members.
  •     4)Serves as intermediary to assist in the resolution of customer or physician concerns/complaints.
  •     5)Identifies customer safety or security concerns and elevates to the appropriate staff member (charge nurse, clinical manager).
  •     6)Effectively integrates and collaborates with Surgery Waiting Room staff on process development and practices that impact the operation of the Surgery Waiting Room.
• Develops and processes SurgiNet reports that impact surgical operational process flows under the direction of the surgical department leaders.
  •     1)Completes updates to preference cards as directed.
  •     2)Runs surgical on time reports, turn-over time reports, and any other OR process reports requested by department leaders.

Education/Experience Required:

• Certified Operating Room Technician or equivalent RN experience Clinical experience 1-3 years

Knowledge, Skills & Abilities Required:

• -Good verbal and written communication skills -Computer skills -Excellent Customer Service Skills -Good time management and organizational skills
• Current CPR

Physicial Requirements and Working Conditions:

• Ability to work different shifts in order to accommodate staffing Ability to respond quickly to patient and/or family needs and work at fast pace Work environment includes probability of exposure to adverse, hazardous, or unpleasant conditions while caring for the sick Ability to assist in evacuation of patients in the event of a fire or other disaster Ability to respond to patients and families in a timely manner and access all areas of the unit Ability to lift up to/or in excess of 20 pounds constantly
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.