As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
The Service Excellence Liaison acts as the primary customer service representative to the Emergency Department patients and families. The Service Excellence Liaison insures that patients and families have non-clinical needs met during their time in the ED. The liaison acts as a service recovery agent during and after the patient and family’s visit and works with ED Leadership to be certain all family concerns are followed up on.
The Emergency Department (ED) is an American College of Surgeons (ACS) verified Level I Pediatric Trauma Center and a State of Delaware Level I Pediatric Emergency Care Center. We provide services on a 24-hour basis, caring for patients presenting with a variety of illness and injuries. Patients are admitted to the ED without regard to race, religion, place of national origin or ability to pay. The average monthly census is approximately 4,300 patients.
Essential Functions –
Adequately stocks and maintains ED Nutrition Rooms Provides comfort measures to all ED patients and families- offers services to families proactively or responds to a request for assistance by clinical staff.
Addresses customer service needs of patients and families during and after ED visit.
These needs are including but not limited to: communication, information provision, assistance, comfort measures, education, support during stressful situations, etc.
Perform follow up phone calls after ED visit.
Maintains the physical environment- hallways, patient rooms, family lounge areas, trauma waiting room, EMS lounge, sub-waiting rooms and all others. Is a member of ED service excellence committee.
Assists with transfer of low acuity patients to other departments within the hospital under supervision/permission of the primary nurse and care team. Collaborates with volunteers to divide work and insure all shift tasks are completed within scope of each responsible party.
Works closely with medical team to insure communication between family and team is clear; insure health care team stays apprised of family needs/requests.
High School Diploma Required
Former customer service training, experience preferred.
Experience in healthcare setting preferred.
BLS certification with the American Heart Association
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Internal Number: 30181
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.