Unit Customer Service Liaison (Evenings) AHN Forbes Hospital Emergency Department - Highmark Health : Job Details

**Company :**

Allegheny Health Network

**Job Description :**

**The scheduled hours for this position are 5:00 PM - 1:00AM**

**GENERAL OVERVIEW:**

This job serves as a patient communication advocate who facilitates patient/visitor orientation to the unit, establishes visit expectations, keeps patients/visitors informed of process status throughout the episode of care, and informs caregivers of patient needs.

**ESSENTIAL RESPONSIBILITIES:**

+ Proactively greets patients/visitors with a professional, friendly, positive first impression of the Health System.

+ Facilitates patient access to Triage in accordance with established protocol; provides wheelchair assistance as appropriate; informs Triage Nurse of unusual observations in waiting areas.

+ Manages waiting area traffic and facilitates patient/visitor directions throughout the Health Center

+ Effectively communicates patient needs and concerns to providers and caregivers as appropriate to meeting a positive customer experience.

+ Efficiently elicits information regarding patient waiting and proactively keeps patient/visitor informed of wait status and rationale; utilizes medical record as appropriate in eliciting information; is cognizant of provider/caregiver time in querying them for information; does not provide diagnostic results or diagnosis to patient/visitor. Honors patient-physician relationship and clinical confidentiality.

+ Apprises Charge Nurse of issues and concerns encountered as is appropriate.

+ Recognizes the unique needs of various cultures in the patient population; facilitates translator for enhanced communication.

+ Diligently protects the confidentiality of Health Center patients according to established policies.

+ Maintains optimal conditions of the Lobby by observing and notifying environmental services when conditions need corrected.

+ Other duties may be assigned.

**QUALIFICATIONS:**

Minimum

+ High school diploma or general education degree (GED); Bachelors degree in related field (communications) preferred; customer service and healthcare experience a plus.

+ Internet email software, Microsoft Office 2002, McKesson Clinicals, Microsoft Windows XP

**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._

**_Compliance Requirement_** _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._

_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._

_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _ )

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Req ID: J241185