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Patient Experience Liaison

North Mississippi Medical Center -
Tupelo, MS

Apply Now

Job Details

Full-time
11 days ago

Benefits

403(b) matching
License reimbursement
Disability insurance
Relocation assistance
Health insurance
Dental insurance
Tuition reimbursement
Employee assistance program
Vision insurance
Employee discount
403(b)
Referral program

Qualifications

Customer communication
Gap analysis
Clinical confidentiality policies

Full Job Description

Patient Experience Liaison

Job ID: 000GF2

Tupelo

OFFICE OF PATIENT EXPERIENCE

Full Time - Day

Posting Description

We believe a career is more than just a career — it's a calling. Our teammates' "True North" is what calls them to health care; it’s their passion. At North Mississippi Health Services, we believe in helping you leverage and connect that passion with a much greater purpose that impacts people you know and love.

Job Description

JOB SUMMARY
The Patient Experience Liaison serves as a key resource for advancing patient-family centered care across the health system. This role focuses on improving the overall patient experience by fostering collaboration between departments, supporting service excellence initiatives, and ensuring alignment with organizational goals. The liaison acts as a bridge between patients, families, and clinical/non-clinical teams to perform service recovery by resolving concerns, identifying improvement opportunities, and promoting a culture of empathy and accountability.
JOB FUNCTIONS
Service Coordination:

Serve as a primary point of contact for patient and family concerns; facilitate timely resolution of complaints; ensure patients and families feel heard and respected.
Track and report patient experience metrics and initiatives; maintain accurate documentation.
Document, track, and route patient complaints and feedback within the organization’s survey and reporting systems; ensure accurate entry, appropriate escalation to responsible leaders, and compliance with PHI/privacy standards.Assists as needed with other employee and internal customer service surveys.
Provides training to new leaders and ongoing training on how to interpret data on areas of focus to improve patient satisfaction.
Partner with clinical, operational, and administrative teams during huddles and participate in system-level committees and workgroups as needed.
Collaborate with facility leadership and frontline teams; monitor and analyze patient feedback data; support development and execution of improvement plans.
Provide education to patients during patient experience rounds and assist in distributing approved educational materials.
Position does require travel as needed to support facilities across the system.
Represents the Patient Experience department at sitewide orientations, onboarding programs, and organizational events.

QUALIFICATIONS

Education

Associate's Degree Business, Health Science or other related field. Required
High School Diploma or GED Equivalent in lieu of associates degree a high school diploma will be accepted with an addition 4 yrs in healthcare beyond the minimum requirement. Required

Licenses and Certifications
. Certified Patient Experience Professional. within 1 Year. Preferred

Work Experience
1-3 years. Minimum of 2 years' health care experience. Required
1-3 years. Project management experience. Preferred

Knowledge Skills and Abilities
Excellent oral and written communication skills
Working knowledge of computer and software programs including data base, Power Point and Excel
Ability to work with intricate details, figures and large volumes of data
Demonstrated experience as a project facilitator
Ability to navigate patient experience, complaint management, and healthcare information systems while maintaining confidentiality of PHI
Ability to manage sensitive situations with empathy
Must understand organizational processes and identify gaps
Must utilize creative and critical thinking skills in performance of job responsibilities
Must project a courteous and professional image across all NMHS stakeholders and patients

Benefits A****vailable
Continuing Education
403B Retirement Plan with Employer Match Contributions
Pet, Identity Theft and Legal Services Insurance
Wellness Programs and Incentives
Referral Bonuses
Employee Assistance Program
Medical Benefits
Dental Benefits
Vision Benefits
License + Certification Reimbursement
Life, Long-Term and Short-Term Disability, Group Accident, Critical Illness and Hospital Indemnity Insurance
Employee Discount Program
Other:
Early Access to Earned Wages
Tuition Assistance
Relocation Assistance
Paid Time Away
Special Employee Rates at NMMC Wellness Centers

Requirements

No additional requirements from any stated in the above description.

Education

You must have the following education to apply:

You must have a Associates or higher

Apply Now

Refine Your Search

department leader jobs in tupelo, ms

Patient Experience Liaison

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