ED Liasion

ED Liaison serves as the patient-experience champion in the Emergency Department waiting area, focusing on service excellence, communication, and proactive support to patients and families. Greet patients and families, establish rapport, manage expectations, promote a calm and reassuring environment, provide timely updates regarding anticipated wait times and ED flow, ensure patients understand next steps in care, collaborate with clinical staff to communicate updates while maintaining patient privacy, proactively engage patients at risk of leaving without being seen by identifying concerns and escalating issues, and document and communicate concerns to nursing leadership to support patient retention and safe throughput.