Emergency Medicine Liaison

About ApolloMD
ApolloMD partners with more than 130 leading hospitals and health systems nationwide to provide Emergency Medicine, Hospital Medicine, Anesthesia and Radiology services, treating more than 3.9 million patients each year. ApolloMD physicians operate with local autonomy backed by the support, security and resources of a national group. Learn more about our growing team at www.apollomd.com.

Job Description
ApolloMD seeks an Emergency Medicine Liaison to join the onsite team at Onslow Memorial Hospital, Jacksonville, North Carolina.

The Emergency Room Liaison partners with Emergency Medicine leadership to create an integrated care team focused on patient experience and performance monitoring. Acting as the primary contact between patients, families, and the healthcare team, the Liaison facilitates communication, addresses concerns, and ensures a positive experience. This position requires a friendly and professional demeanor to greet patients, assist with their needs, and provide timely updates on treatment progress. A proactive approach is essential to keep patients informed about any delays or changes, helping to alleviate anxiety during critical times.

As an Emergency Medicine Liaison, it will be important to feel comfortable in a fast-paced clinical environment, talk with patients and their families, converse with the clinical care team, and have a broad understanding of the Emergency Department along with customer service skills.

Essential Job Responsibilities

• Communication and Updates: Regularly update patients and families on their treatment status and address any questions or concerns they may have. 
• Care Coordination: Communicate with care teams, including nurses and physicians, to ensure timely communication of patient needs and updates on their condition. 
• Patient Advocacy: Advocate for patient needs and concerns to the healthcare team, working to resolve issues and ensure a smooth patient experience. 
• Discharge Planning: Assist with discharge needs (i.e., Transportation needs, contacting family members, etc.) 
• Crisis Management: Recovering unhappy patients and their families by accessing the proper channels for conflict resolution determined by the facility protocol. 
• Administrative Tasks: Track customer interactions and report feedback to the leadership team utilizing tracking tools. Prepare easily understandable documents, scorecards, and newsletters. Engage with projects that align with hospital goals.
• Discharge calls: Contact a percentage of patients daily who have been discharged within 24-48 hours.
• Travel between MercyOne sites will be required.

Required Skills and Qualifications

• Excellent communication and interpersonal skills, with the ability to build rapport with the clinical team, patients, and families from diverse backgrounds. 
• Strong understanding of basic medical terminology and healthcare processes. 
• Ability to work effectively under pressure in a fast-paced environment. 
• Strong problem-solving and conflict-resolution skills to address patient concerns and complaints effectively. 
• Attention to detail and ability to maintain accurate documentation. 
• Able to be proactive, challenge the status quo, and suggest changes and improvements to existing processes and procedures.
• Ability to work independently.
• Knowledge of Microsoft Office Suite (Microsoft Word, Excel, PowerPoint) and basic computer skills
• A high school diploma or equivalent, with additional healthcare-related training or experience, is preferred but not required.  (i.e., LPN, scribe, CNA, EMT, or clinical background)
• One (1) or more years of relevant work experience emphasizing customer service, performance improvement, data analysis, and project management.

Independent Physicians Resource, Inc. is committed to the principles of equal employment opportunity and strives to avoid all discrimination. All qualified employees and applicants are entitled to equal opportunities and treatment regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, or physical or mental disability (subject to the ability to perform essential functions of the job).