Patient Liaison - Emergency Department

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

The Emergency Department Patient Liaison supports patients and families by providing clear communication, timely updates, and compassionate assistance throughout the ED visit. This role serves as a bridge between the care team and patients, helping address concerns, de-escalate tension, and promote a calm, positive experience in a fast‑paced environment.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

Education: High School Diploma or equivalent

Experience: 2 years of relevant experience

Licenses and Certifications: (CPI) CRISIS PREVENTION INSTITUT CER within 180 Days and (BLS) BASIC LIFE SUPPORT course accredited by the American Heart Association (AHA) or American Red Cross (ARC) Upon Hire

Preferred

Education: Bachelor's Degree

Experience: 2 years of ER experience, 1 year to four (4) years of security, military, and/or law enforcement background, 2 years of experience with behavioral health patients in a healthcare team setting

JOB DUTIES

• Meets, greets patients, families, and visitors upon arrival to the Emergency Room (ER).
• Provides direction assistance to patients, families, and guests.
• Rounds regularly through the ER monitoring for behavioral escalation concerns.
• Works in collaboration with staff to prevent patient/visitor escalation of behavioral concerns.
• Maintains body language that is non-threatening when responding to patient/visitor behavioral escalations.
• Responds as a member of the multidisciplinary team to behavioral escalation situations in the ER.
• Applies learned de-escalation skills when responding to disruptive events.
• Participates in workplace violence event debriefings in the ER.
• Maintains a close professional working relationship with the University Police.
• Ensures ER Lobby remains free of clutter and assist in maintaining a safe working environment (i.e., wheelchairs are placed in appropriate areas when not in use.)
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.