Family Support Liaison - Part-time
On-siteMilwaukee, Wisconsin, United States
Job Summary
Maintain a supportive, informative, and comfortable environment for patients and families in the emergency department and trauma center. Provide information and resources to support patient and family needs, contributing to their wait experience. Deliver comfort care items and distractions while supporting overall waiting room cleanliness. Escalate issues when appropriate and effectively diffuse negativity during highly stressful situations. Work independently or as a team to prioritize tasks in a complex, fast-paced environment. Serve as an enterprise-wide experience liaison under the direction of the Patient Care supervisor.
Required Qualifications
- High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED)
- 1+ years customer service experience including conflict management situations
- Critical thinking skills required to make independent decisions and problem solve in a complex, fast paced environment
- Excellent customer service, communication, interpersonal, and prioritization skills
- Ability to work independently or as a team
- Exudes confidence and finesse in stressful situations-effectively diffusing negativity
- Effective interpersonal communication skills necessary to interact courteously and tactfully with patients, parents/families and members of health care team
- Ability to maintain positive communication skills during highly stressful situations in response to the needs of the patient and family and escalates issue when appropriate
- Demonstrates ability to value differences
- Knowledge of computer systems
- 2nd shift
- 24 hours/week
- weekend and holiday rotation
Desired Qualifications
- Experience within an Emergency Department
- Demonstrated experience with de-escalation
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