Patient Liason-Ambulatory Services

The Ambulatory Surgery Center Family Liaison position at Mercy serves as a vital connection between patients, families, and clinical staff throughout the surgical experience. This role requires exceptional customer service, emotional support, communication, and coordination of services while ensuring patient privacy, confidentiality, and a positive family experience.

Key Responsibilities

• Serve as the primary liaison between patients, families, and healthcare providers when patient separation is necessary.
• Welcome, orient, and assist patients and families throughout their Ambulatory Surgery Center experience.
• Introduce the Family Liaison role and provide information, reassurance, and emotional support as appropriate.
• Prepare consultation rooms and support meetings between physicians and family members.
• Escort or direct families to physicians or healthcare professionals as needed.
• Take and relay phone messages to family members when appropriate.
• Absorb and relay patient updates from designated clinical representatives.
• Facilitate patient flow throughout perioperative departments by collaborating with Operating Room Board Runners and Clinical Team Leaders.
• Maintain accessibility to families and clinical staff by carrying a zone phone at all times.
• Respond promptly and courteously to the needs of patients, families, visitors, and staff.
• Contact clinical supervisors when potential or emerging family concerns require escalation.

Communication and Customer Service

• Demonstrate exceptional interpersonal and communication skills with patients, families, visitors, and healthcare team members.
• Maintain a calm, composed, and professional demeanor during stressful situations.
• Provide constructive and sensitive feedback when appropriate.
• Assume responsibility for problem-solving and collaborate effectively to resolve concerns.
• Focus communication on the individual being served and ensure consistency between verbal and non-verbal communication.

Safety, Confidentiality, and Professionalism

• Protect patient privacy and maintain strict confidentiality at all times.
• Adhere to all hospital and departmental safety policies and procedures.
• Maintain a clean, organized, and welcoming environment.
• Respect hospital property and the property of patients and guests.
• Proactively assist family members in resolving concerns at the lowest possible level to prevent escalation.
• Recognize personal limitations and seek appropriate assistance when necessary.

Team Participation and Technology

• Attend required in-service training, huddles, staff meetings, and departmental activities.
• Demonstrate competency with computer systems, including Epic.
• Maintain current knowledge of hospital departments, services, and resources to effectively assist families and visitors.

Qualifications

• High School Diploma or GED required.
• Related healthcare, customer service, hospitality, or patient-facing experience preferred.
• Strong verbal and written communication skills.
• Ability to communicate effectively with children, adults, geriatric patients, family members, and healthcare professionals.
• Excellent customer service and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to remain calm and professional in high-pressure situations.
• Self-motivated with the ability to work independently and as part of a team.
• Commitment to maintaining a high level of confidentiality.
• Basic computer proficiency required.
• Experience with Epic or electronic medical record systems preferred.
• Bachelor's degree preferred.
• Previous hospital or healthcare experience preferred.
• Experience working directly with patients, families, or customer service populations preferred.