Patient Care Liaison - Ambulatory Surgery - Mount Sinai West - Full Time - Evenings

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

NURSING 5B AMB SURG - Req #84059

Job Title: Patient Care Liaison
Job Summary:

Serve as a liaison between patients, patient family members and Perioperative Management and Surgical staff members. Facilitates receipt of high quality, service-oriented patient care in primary and specialty practices, ambulatory surgery and the operating room. The Patient Liaison enhances the patient and family member experience by anticipating their needs, communicating delays in surgical times, and by enhancing the flow and throughput of the surgical cases through the Perioperative Arena. They assists patients as they transition through their perioperative experience as well as alleviating the anxiety and stress of the family members through communication and empathetic understanding. 

This individual promotes high levels of patient satisfaction by identifying and helping to address barriers to high quality, service-oriented care.


Roles & Responsibilities:

  • Advocates for patients who need assistance obtaining proper assistance through their perioperative experience
  • Facilitates timely communication with family members who are awaiting news of their loved ones surgery.
  • Facilitates communication between family members and the patients surgeon in order to alleviate undue stress
  • Uses the Electronic Record to provide real time data to family members regarding where their loved one is found within the perioperative Arena
  • Escorts patient family members to the PACU to visit their loved one after discussing visitation with the PACU nurses.
  • Collaborates with the Admitting staff, ambulatory staff, operating room staff regarding patient arrival, patient questions, patient complaints and family needs to visit their loved ones after surgery
  • Acts as first line manager when coping with patient  and/or family member complaints
  • Responsible for damage control that arises in the family waiting room by either family members of patients
  • In collaboration with the Ambulatory Surgery Manager uses the OR schedule and excel spread sheets to evaluate the first case start times, delay times as well as delays in the admitting department that affects the Operating Room normal
  • Directly converses with patients who speak Spanish and facilitates the use of translation services when necessary
  • Effectively consults with physicians, care managers, nurses, secretaries, and practice managers in responding to patient needs.
  • Communicates with patients and family to keep them fully informed of the status of any complaints and their resolution.
  • Identifies underlying systems problems or obstacles to the delivery of high levels of customer service and participates in developing action plans to bring about necessary changes.
  • Facilitates and navigates patients by providing information for hospital admissions, Surgical procedures and other inquiries to physicians and community groups as requested.
  • Communicates consistently with managers to facilitate and expedite surgical cases
  • Maintains patient/employee confidentiality in the management of information
  • Adheres to all policies and procedures of the unit.
  • Relieves Unit secretaries as needed
  • May be required to perform other duties when necessary.
  • Bachelor Degree preferred
  • Excellent interpersonal and communication skills required. Must be comfortable dealing with a wide range of individuals, including physicians, clinical and general staff, and the public.
  • Fluency in Spanish strongly preferred
  • Proficient in web based programs
  • Must have ability to communicate effectively both verbally and in writing.
  • Must possess necessary computer skills to operate the various programs used in the department, including Microsoft Word, Excel, Outlook, Epic and other test reporting systems.
  • Must have ability to analyze a situation in order to facilitate an appropriate resolution of an identified problem.
  • Ability to handle multiple tasks in a fast paced environment.
  • Should demonstrate problem solving ability  
  • Excellent organizational skills and attention to detail. Good time management skills with the ability to satisfy deadlines and handle several tasks at one time.

Strength Through Diversity


The Mount Sinai Health System believes that diversity and inclusion is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education and advancement as we revolutionize healthcare delivery together.


We work hard to recruit and retain the best people, and to create a welcoming, nurturing work environment where you have the opportunity and support to develop professionally. We share the belief that all employees, regardless of job title or expertise, have an impact on quality patient care. 


Explore more about this opportunity and how you can help us write a new chapter in our story! 

Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.


Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospitals, including Mount Sinai Beth Israel, Mount Sinai Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.


The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation. 


EOE Minorities/Women/Disabled/Veterans

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