PATIENT FAMILY LIAISON II

Job Class

REPRESENTATIVE

FLSA

Non-Exempt

Job Summary

Represents Administration to GHS patients, families, and visitors in communicating relevant policies, responding to conflict situations, and providing service recovery. Coordinates the resolution of complaints and grievances with vice presidents, physicians, administrators, directors, and managers at all GHS entities and in compliance with CMS guidelines. Demonstrates knowledge of medical terminology and clinical practices. Functions independently and self-directed, frequently working in conjunction with assigned nursing units. Responds to difficult customer service situations and supports families and staff. At all times, models exemplary customer service and professionalism. 

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Education

Associate's Degree- Nursing 

Minimum Experience

3 years- Clinical experience, including at least one (1) year in a hospital setting. 

Required Certifications/Registrations/Licenses

NOT APPLICABLE

Specific Acceptable Credentials (if applicable)

N/A

In lieu of the Above Minimum Requirements

A Bachelor's degree (Social Work, Human Services or a clinical therapy preferred) plus one (1) year of experience in a healthcare setting will substitute for the RN licensure and above requirements. Hospital experience preferred.

Other Required Experience

Experience dealing with conflict and high-stress situations/interactions- Preferred 

Position Posting Category

Patient Services Support