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Patient/Guest Relation Liaison (Full Time, Night shift)

PATIENT & GUEST SERVICES Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus Miami, Florida Requisition ID 26123


Job Summary

Responsible for interacting with Patients, Families, Physicians, Nursing Staff and other Hospital Personnel and provide assistance with services in the ED. Communicates and keeps the patient and families informed at all times during their visit and address any of their expressed or unexpressed wishes. Promotes excellent public relations for the hospital by reinforcing concern, and a desire to fill the needs of all internal and external customers with a positive image.

Job Specific Duties

  • Communicates consistently with Triage and\or charge RN throughout shift. Alerts them immediately if patient is in apparent distress. 
  • Communicates information regarding ED services available to patients and families; assists in easing mental anguish; demonstrates active listening, compassion, and family-centered care; presents and/or interprets ED procedure information to patients and their families. 
  • Maintains visibility to staff, offers support, and models service behaviors and concerns towards the complaint resolution process; works cooperatively with staff in a supportive way in order to troubleshoot and quickly resolve issues. 
  • Maintains waiting room orderly; alert housekeeping when necessary; keep coffee station organized; supply children with reading books, or crayons; alert Child Life Specialist when necessary. 
  • Makes constant rounds in ED waiting area and visits every patient room; responds to questions and/or problems and address concerns immediately in close collaboration with ED medical personnel; keeps open lines of communication with patients/ families while maintaining objectivity. 
  • Notifies hospital staff, department Director, and Administration of problems or opportunities for improvement as needed; reports unusual events regarding patient care issues on a timely manner and troubleshoots with healthcare team to find solutions. Support unplanned projects, events or special requests; utilizes idle time appropriately in the absence of Manager. 


Minimum Job Requirements

  • 2-4 years Considerable experience in dealing effectively with people in stressful situations.
  • Experience dealing with patients and families in a hospital setting
  • Fluency in speaking and writing both English and Spanish languages required

Knowledge, Skills, and Abilities

  • Ability to communicate effectively in English and Spanish both verbally and in writing.
  • Associate Degree in tourism, hospitality, business or related field preferred.
  • Excellent customer service experience.
  • Knowledge of Medical Terminology in both languages.
  • Knowledge of Patient Rights

Job :

Customer Service

Primary Location :

Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department :


Job Status

:Full Time

Joining a new organization can be daunting or overwhelming. But at Nicklaus, your colleagues make you feel welcomed. They taught me to celebrate our accomplishments and band together during challenging times. This is not easy to find in healthcare these days, so I’m grateful to have found an amazing place to work with people and leadership who have my well-being in mind.

Lova Renee Brunson Manager Accreditation & Regulatory

Collaboration leads to success.

Alone we can do so little; together we can do so much. Working together, we find solutions and methods we would never find alone, and at Nicklaus Children’s, we have fun doing it.

Responsibility drives us.

We all take responsibility here – for the children, their families, our work and each other. We meet our responsibilities head on and motivate each other to succeed.

Empower yourself, help others.

Nicklaus Children’s encourages team members to believe in their ability to affect positive change in the world through everything they do with us.

Advocate for the right way.

Advocate for children. Advocate for families. Advocate for yourself. But most of all, advocate for getting the job done right and you will find nothing but success and support in your career here.

Transformation is growth.

At Nicklaus Children’s, change is not to be feared. When you work here, you are always working with the most advanced tools and procedures available.

Empathy is everything.

We expect our team members to have empathy for the patients and families they treat, and in turn, we have empathy for them. We take care of everyone in the Nicklaus Children’s family with competitive benefits and our supportive culture.

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