Job Information
Ephraim McDowell Regional Medical Center Patient Liaison II/ Interpreter Facilitator in Danville, Kentucky
Job Summary
The Patient Liaison II/Interpreter Services Facilitator , under the general direction of the Patient Experience System Manager, conducts phone surveys and patient rounds to assess patient satisfaction and process reports. Serves as a liaison for patients, family members, and visitors to forward compliments, concerns and complaints to appropriate personnel as required. Monitors interpreter files to ensure the department has all appropriate and up to date documentation on interpreter vendors; including reviewing interpreting invoices for errors. Responsible for all interpreter contracts and the upkeep of and education on interpreter applications and equipment. Collaborates with other clinical effectiveness departments to analyze data as needed. Exhibits the F.I.R.S.T. values (Friendliness, Innovation, Respect, Service and Trust).
WORKING CONDITIONS, HAZARDS, AND PHYSICAL EFFORT:
Must be attentive to detail; work in a fast-paced environment with extensive computer use and patient contact. Requires independent action and response to matters shared by patients on the phone. Some moving of supplies and equipment, must be able to move or position 10 lbs. independently. This job is subject to the pressures of dealing with people in often stressful situations. Requires continuous cheerful attitude and the ability to be objective and aware of patient/family members/visitor perceptions. Excellent communication skills and the ability to interact favorably with the public both orally and written is a priority. Works standard work week.
MINIMUM QUALIFICATIONS OR EQUIVALENTS:
Education/Experience: Associate's Degree in Nursing, Social Science or Liberal Arts preferred. High school Diploma or equivalent with a minimum of two to three (2-3) years’ experience in customer service (preferably in a health care setting) required.
LICENSES, CERTIFICATIONS, AND/OR REGISTRATIONS:
Kentucky Notary Public within six (6) months of hire. Lean Six Sigma certification within 18 months of hire date preferred.
Key benefits include: Health, dental and vision insurance are available upon hire date Paid Time Off - accruals at 7.08 hours per pay period Matching Retirement Savings Plan with up to an 8% match Tuition reimbursement for hard to fill positions Student loan repayment for certain positions Cafeteria discount averaging 25%