Ambulatory Practice Liaison (FGP) - West Palm Beach, Florida

NYU Langone Health • West Palm Beach, FL

1d

About The Position

The Ambulatory Practice Liaison is a member of the FGP Patient Experience team and connects patients, frontline teams, practice leadership, and FGP leadership. The role gathers and synthesizes patient feedback, staff input, and operational data—including Press Ganey comments—to identify trends and improvement opportunities. In partnership with site leadership, the Liaison helps translate insights into targeted actions aligned with FGP priorities and organizational goals, promoting continuous improvement and the FGP C.A.R.E.S. culture of connection, accountability, and service excellence.

The Liaison supports patient experience and operational performance through data analysis, workflow monitoring, service-model advocacy, practice leadership partnership, real-time patient support, cross-functional coordination, staff education, communication, and recognition. The role may also participate in regional forums, workgroups, and special projects.

Requirements

• Bachelor's degree and at least 1–2 years of work experience participating in improvement programs, or an equivalent combination of education and experience.
• Problem-solving, time-management, and prioritization skills.
• Excellent written and oral communication skills.
• Self-motivated, detail-oriented, and strong work ethic.
• Ability to communicate effectively with all levels of the organization.

Nice To Haves

• Epic experience.

Responsibilities

• Analyze Press Ganey data and patient comments to identify trends and improvement opportunities.
• Partner with practice leadership to interpret insights, identify root causes, engage staff, and implement targeted solutions.
• Report and track metrics and site-specific goals related to patient experience, access, and operational KPIs.
• Monitor workflows such as inbasket, scheduling, and referrals, and partner on improvements.
• Promote the FGP C.A.R.E.S. service model through daily interactions, huddles, coaching, and refreshers.
• Recognize and promote service excellence through storytelling, recognition programs, and team communications.
• Participate in regional and FGP network forums, including Patient Experience Workgroups and Practice Manager Workshops, as needed.
• Facilitate regular forums with practice leaders and providers to review feedback, align priorities, and promote accountability.
• Collaborate on process optimization, including scheduling workflows, digital access, and patient communication channels.
• Support system-wide initiatives, such as Epic enhancements and access strategies, and escalate ongoing issues and roadblocks as needed.
• Conduct routine rounding to observe workflows, engage staff and patients, and identify service opportunities.
• Provide service recovery support using the L.E.A.R.N. model and partner with leadership on real-time coaching using the OINC model.
• Partner with teams to anticipate and mitigate patient experience breakdowns.
• Assist with CRM/PSQAWP outreach and feedback when appropriate, and understand and communicate the patient warning and termination process.
• Liaise across departments such as Access Center, IT/MCIT, Training, and Operations to address systemic issues and improve patient journeys.
• Collaborate with the FGP Training Team on training materials and provide staff guidance and education on FGP policies, workflows, and reporting.
• Support alignment and usability of scripts, workflows, and digital platforms.
• Share insights, trends, and best practices through presentations, huddles, and leadership forums.
• Contribute to internal communications and recognition activities, including patient comment kudos, newsletters, bulletin boards, WOW stories, and employee recognition programs.
• Participate in workgroups and special projects that advance FGP Patient Experience priorities.
• Perform special projects and other duties as assigned.

Benefits

• Comprehensive benefits and wellness package.
• Financial security benefits.
• Generous time-off program.
• Employee resource groups for peer support.
• Holistic employee wellness program covering physical, mental, nutritional, sleep, social, financial, and preventive care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level