Perioperative Svcs Liaison and Patient Flow Coord

Summary:

Under the general supervision of the Manager of Pre & Post Anesthesia Care Units (PACU), performs a wide variety of duties in support of all aspects of improving patient/family experience in Perioperative Services including consistent interaction with patients and families preparing and waiting for surgery, facilitation of OR schedule with Nursing leadership to maintain patient flow and triaging patient compliments and complaints throughout perioperative stay. Duties also include informing patients and families of delay, answering and deploying phone calls to respected areas within perioperative services as well as.

Responsibilities:

Provides support and leadership for Brown University Health’s Quality Priorities service and treatment settings.

Support and maintain communication system that effectively informs all involved organizational personnel about patient/family experience expectations, implications, and changes. Promote shared learning using existing communication channels wherever possible before developing additional means.

Functions in a leadership capacity to direct and prioritize patient flow by coordinating and prioritizing work for Perioperative staff.

Support a proactive, systematic, and continuous process for improving patient/family experience and complaint management response and compliance with all standards and requirements for the organization using a standard approach.

Support and maintain Service Recovery efforts related to patient/family experience and complaint management. Consistently report on patient experience, compliments and complaints within the perioperative areas. Utilize standardized tools to log, track and close the loop on identified issues. Provide service recovery as needed.

Support performance improvement initiatives in collaboration with Brown University Health stakeholders. Helps develop and adheres to standard process work flows for operational efficiency and is accountable for outcomes and expectations set forth by policy/procedure.

Support and maintain on-going education regarding customer service expectations at Brown University Health. Leads and coordinates leadership teams across Brown University Health in managing complaint/grievance investigations and documentation in electronic event reporting system.

Greets and assists patients and families. Assists and directs to various locations in the hospital and/or building; calls for an escort when necessary. Carefully reads patient paperwork to ensure patient is directed appropriately. Ensures patient paperwork is accurate; notifies appropriate department if discrepancy is found.

Interacts with clinical staff in an effort to keep family/caregiver informed of the progress of procedures. Reacts appropriately to unexpected or less than optimal patient outcomes with empathy and compassion and contacts the Interfaith Chaplain or Social Worker to support the family/caregiver.

Answers telephone and uses appropriate telephone techniques and proper identification.

Maintains accurate paperwork system designating patient with similar or identical names; keeps hourly record of all surgical procedures in progress as well as patient status.

Provides clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments. Provides room numbers of patients.

Preserves and protects confidentiality of information.

Assists in care and maintenance of department equipment and supplies.

Maintains established department policies, procedures, objectives, quality assurance, safety, and environmental control.

Responsible for providing input to the evaluations of the perioperative staff they are directing.

Performs other related duties as required.

Other information:

BASIC KNOWLEDGE:

High School diploma or equivalent. Basic knowledge of computer keyboard and Electronic Medical Records.

Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging process, human development stages and cultural patterns in each step of the care process.

EXPERIENCE:

Demonstrated ability to interact with patients, visitors, and all levels of hospital staff. Demonstrated interpersonal skills including empathy, compassion, warmth and kindness.

Familiar with medical terminology.

Three to four months of related experience including on-the-job training to become familiar with the hospital campus, department services and procedures specific to areas served.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Requires standing, bending and sitting. Sufficient visual acuity and manual dexterity to use computer keyboard and other common office equipment.

While most duties are performed in an office environment, incumbent is exposed to patient-care environment. Any risk of exposure to contagious or noxious elements is minimized by adherence to safety procedures and protocols.

INDEPENDENT ACTION:

Incumbent functions independently within broad scope of department policies and practices. Generally refers specific problems to supervisor, only where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran, or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Rhode Island Hospital, USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union