JOB SUMMARY
The Patient Experience Liaison serves as an advocate for a positive patient experience by promoting compassionate, patient-centered care throughout the continuum of care. Working under the direction of the Coordinator of Patient Experience, this role acts as a bridge between patients, families, and healthcare staff by facilitating communication, supporting service recovery efforts, conducting patient rounding, and identifying opportunities to enhance patient satisfaction. The Patient Experience Liaison promotes a culture of service excellence and continuous improvement while ensuring patients and families feel heard, respected, and supported throughout their healthcare journey.
JOB REQUIREMENTS
Minimum Education
§ Associate degree required
§ Bachelor's degree in Healthcare Administration, Nursing, Social Work, Communications, Business Administration, or a related field, preferred.
FUNCTIONAL DEMANDS
Physical Requirements
Sitting - Greater than 32%
Walking - 1-15%
Standing - 1-15%
Bending/Squatting - 1-15%
Climbing/Kneeling - 1-15%
Twisting - 1-15%
OSHA Category
Minimal potential for direct body fluid exposure
Visual and Hearing Requirements
Must be able to hear clearly with assistance.
Must be able to see with corrective eyewear.
Other Physical/Environmental Demands
Lifting - 0-50lbs, 50lbs or more with assistance
Carrying - 0-50lbs, 50lbs or more with assistance
Pulling - up to 100lbs
Pushing - up to 100lbs
LEADERSHIP CAPABILITIES
Supports the hospital Mission, Service and Values.
ESSENTIAL FUNCTIONS
Patient Advocacy and Support
§ Serve as a resource for patients and families by facilitating communication and addressing concerns related to their care experience.
§ Collaborate with the Patient Advocate and other departments to connect patients and families with appropriate resources and support.
§ Promote patient-centered care by gathering feedback and communicating opportunities for improvement to staff and leadership.
§ Support service recovery efforts to enhance patient satisfaction and overall experience.
Communication and Service Recovery
§ Conduct patient rounding to proactively identify opportunities to enhance the patient experience.
§ Facilitate communication between patients, families, and care teams to promote understanding and address non-clinical concerns.
§ Identify service recovery opportunities and collaborate with staff and leadership to improve the patient experience.
§ Document patient feedback and interactions in accordance with organizational policies.
§ Follow up with patients and families, as appropriate, to ensure concerns related to their experience have been addressed.
Patient Satisfaction and Experience Improvement
§ Monitor patient experience metrics, satisfaction surveys, and feedback trends.
§ Identify opportunities for improvement and communicate findings to leadership.
§ Participate in patient experience committees, quality improvement initiatives, and service excellence programs.
§ Assist in implementing strategies designed to improve patient satisfaction and engagement.
Required
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High School or equivalent or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
