E.D. Patient Family Liaison - 12 Hours

Location: Winchester, MA
Job ID: 176127-1A
Date Posted: May 17, 2022
Category: Support

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Job Description

Welcome To

Welcome to Winchester Hospital, part of Beth Israel Lahey Health. Winchester Hospital was the first hospital in Massachusetts to earn Magnet recognition, the American Nurses Association’s highest honor for nursing excellence, three times. It has since received the recognition a fourth time. As the northwest suburban Boston area’s leading provider of comprehensive health care services, the 229-bed facility provides care in general, bariatric and vascular surgery, orthopedics, pediatrics, cardiology, pulmonary medicine, oncology, gastroenterology, rehabilitation, radiation oncology, pain management, obstetrics/gynecology and a Level IIB Special Care Nursery.


About the Job

JOB SUMMARY:  Contributes to the Hospital’s mission by greeting and helping patients and their family members, pre-registering patients in the tracking system and providing non-clinical assistance to the staff to improve patient flow and patient/family member satisfaction.  This customer service position may be the first face of the organization when a patient visits and can have a dramatic impact on making individuals feel welcomed, ease their anxiety, and provide host duties to make their wait as pleasant as possible. 




Required:  High School Diploma or equivalent



Required:  Prior customer service and/or experience in a health care setting


Other Skills/Knowledge


  • For safety and quality reasons, must be able to read, write and communicate effectively in English with patients, visitors and fellow members of the hospital team.
  • Excellent interpersonal and communication skills
  • Excellent decision-making skills

Preferred:  Knowledge of Meditech









On-call Requirement:  N/A

Schedule Requirements:  Based on department needs

Travel Requirements: May be scheduled at either Walk-in-Urgent Care or Hospital Emergency Department




  • Reports to the Nurse Manager
  • Not responsible for supervising the work of others


As part of the Winchester Hospital team, this position performs the following functions enthusiastically and with a smile:


  • Greets patients and others timely, with a smile, eye contact and in a manner that is respectful and empathetic. Introduces him/herself with title and informs the patient throughout the visit providing non-clinical services intended to make the visit as enjoyable as possible
    • Pre-registers patient into tracking system and obtains patient’s medical record unit number upon patient’s arrival to the ED Lobby. Remains current with Registration procedures for this purpose.


    • Accurately follows hospital policy using two identifiers to verify patient identification, when obtaining the medical record number.
  • Monitors patient wait times and proactively keeps patients and patient family members informed about expected wait times and delays. When possible, provides an explanation for the delay without jeopardizing confidentiality.  
  • Provides non-clinical feedback on patient’s status and disposition as outlined by hospital procedures and directed by the clinical staff. 
  • Enters appropriate patient information and/or diagnostics test into medical record system when requested.
  • Receives, places and transfers calls.  Takes and passes along accurate and informative messages in a timely manner, recognizing urgent or time sensitive situations. 
  • Transports and/or escorts patients and family members to appropriate ED exam/treatment room or within the waiting area. 
    • Greets and informs patient of move process and identifies patient making the patient feel informed and comforted, fulfilling all safety and quality checks and procedures.
    • Pushes occupied and unoccupied wheelchairs and stretchers.
    • Moves furniture around to accommodate the stretcher and/or wheelchair.
    • Transfers patient to and from stretcher or wheelchair.
  • Orients the patient and family members to the room. 
    • Explains call light and TV controls. 
    • Provides patient with gown and instructions on how to put it on. 
  • As patient flow allows makes rounds throughout the department including the waiting area and patient care rooms using the ED hospitality cart, providing non-clinical comfort measures to patients and their family members, such as blankets beverages, ice, etc. 
  • Seeks direction from clinical staff when appropriate. 
  • Is empathetic to patients and the families, being sensitive to their emotional, cultural and spiritual needs.
  • Assists patient/families with use of phone; maintains privacy and confidentiality of callers.
  • Includes the pediatric patient, parents and visitors in rounding, attempting to see to their comfort by providing games or other activities to occupy them and relieve the anxiety of the wait.  Involves the patients in the process.
  • When appropriate takes service recovery measures to both patients and their family members.  Informs the nurse/providers of potential service recovery issues.
  • Stocks hospitality cart and front desk supplies and obtains other supplies and equipment for staff and patients. 
  • Answers common, non-clinical/complex questions and escalates questions as appropriate.    
  • Provides general information regarding the Hospital. 
  • Informs the clinical team of patient’s non-clinical needs and requests when necessary. 
  • Directs individuals to their desired location, which may involve looking up information such as meeting/class events and patients rooms and reviewing the computer system to assess the appropriate location.
  • Provides verbal as well as written directions throughout the facility.
  • Provides telephone back up coverage, receiving and transferring calls as appropriate.  Assists patients/families with use of the phone, ensuring privacy and confidentiality.
  • Provides wheelchair and stretcher assistance as requested:
  • Greets and informs patient of move process and identifies patient making the patient feel informed and comforted, fulfilling all safety and quality checks and procedures.
  • Moves furniture around to accommodate the stretcher and/or wheelchair.
  • Provides assistance in the process of transferring patient to and from stretcher or wheelchair.
  • Coordinates patient transportation requirements as needed.  Provide telephone assistance as necessary. 
  • Provides non-clinical assistance to the staff to improve patient satisfaction, increase patient flow and improve the overall operations of the department.
  • Performs other administrative functions as needed to ensure the department runs smoothly, efficiently and seamlessly to the patients.

Represents the hospital professionally by wearing the ED Hospital Associate uniform and being neat.


12 Hours Weekly

About Us

Beth Israel Lahey Health is dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.