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Family Experience Liaison - Scottish Rite

Family Experience Liaison - Scottish Rite

Work Schedule/Days: Day / Monday - Friday

Employment Type: Full-Time

Location: Scottish Rite

Requisition #: 72384


Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Visits all newly admitted patients each day to discuss hospital services and visits long-term patients as needed. Connects patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta including MyChart Bedside. Advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta. Supports staff on customer service initiatives within designated departments.


+ Bachelor’s degree


+ Basic Life Support (BLS) within 30 days of employment

+ Must possess a valid Georgia Driver's license


+ 3 years of experience in customer service


+ Experience in healthcare

+ Medical terminology knowledge

+ Proficient in Spanish


+ Excellent customer service skills, communication skills, and the ability to communicate well in person, in writing, and on the phone

+ Must be able to work effectively in pressured situations and demonstrate the ability to diffuse escalating situations

+ Strong problem-solving skills

+ Proficient in Windows and Technology including Microsoft Office (Word, Excel, Outlook)

+ Self-starter with the ability to work with minimal supervision

+ Ability to work as part of a team

+ Ability to quickly adapt to change while maintaining a positive attitude


1. Trends service data received via NRC Health as relates to behaviors (bedside manner and interactions between staff, patients, and families) and partners with Family Experience Specialists to establish possible best practice and process improvements. 2. Provides liaison service between customers and hospital staff. Visits and rounds on patients and families in designated areas and follows up on any problems reported by patients and families.Seeks out and responds to questions and inquiries received through face-to-face contact with customers regarding Children’s Healthcare of Atlanta services and/or policies. 3. Thoroughly documents all rounds in Rounds+ and sends service alerts as needed while collaborating with unit leadership on resolving issues. 4. Ensures that customers receive the best service possible through providing information and coordinating with other functions and departments as required including provisioning MyChart Bedside tablets to admitted patients. 5. Acts as family contact, advocate, and resource regarding non-clinical concerns/needs and hospital services available, including food services, environmental, and engineering (e.g., room service, visiting hours, phone system, sleep sofa). 6. Refers any medical care issues to the nursing leadership for appropriate handling and partners with Patient Representatives on clinical issues. 7. Advises all relevant departments of patient/parent/customer concerns that require staff intervention. 8. Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner including proper consents for MyChart Bedside tablets. 9. Documents each round when the round is completed. 10. Performs follow-up with patients who have been in the hospital regarding the services they received. 11. Provides weekly and monthly reports to supervisor/manager. 12. Provides coverage at all locations by picking up shifts or assisting at other campuses (unless hired for a specific department). 13. Maintains a great impression for the hospital and serves as a service excellence role models for other Children’s Healthcare of Atlanta staff. 14. Performs other duties as assigned by the manager or director.


Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.


Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance

Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)

Climbing - Occasionally (activity or condition exists up to 1/3 of time)

Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)

Sitting - Occasionally (activity or condition exists up to 1/3 of time)

Standing - Constantly (activity or condition exists 2/3 or more of time)

Walking - Constantly (activity or condition exists 2/3 or more of time)


Some potential for exposure to blood and body fluids

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.

Have questions about the recruitment process? Check out What to Expect (\_US) .

Address: 1001 Johnson Ferry Road NE, Atlanta, GA 30342

Function: Family Support Services - Family Support Services