Patient Experience Liaison (RN or LPN)

Medical University of South Carolina•Lancaster, SC

About The Position

As a Patient Experience Liaison , you will serve as a trusted advocate for patients and their families throughout their hospital journey. You'll work collaboratively with clinical teams, hospital departments, and leadership to address concerns, remove barriers, and ensure every patient feels heard, respected, and supported. You'll also play a key role in driving organizational improvement by analyzing feedback, monitoring HCAHPS results, and co-chairing the Patient Experience / Engagement Committee. You won't just respond to concerns—you'll help shape a culture of compassion, trust, and excellence. Your work will directly influence patient satisfaction, outcomes, and the overall hospital experience.

Requirements

Exceptional communication and customer service skills
Ability to clearly articulate ideas and adapt communication to diverse needs
High emotional itelligence, empathy, and professionalism
Strong problem-solving and prioritization skills in fast - paced environments
Ability to manage multiple tasks while maintaining composure under stress
Enthusiastic, collaborative, andn accountable team member
Minimum 5 years experience in a patient advocacy role in the acute care setting.
Minimum 2 years experience in patient-centered care, acute environment preferred.
Current Certification in Basic Cardiac Life Support with the American Heart Association is required
RN or LPN Licensure in South Carolina

Responsibilities

Conduct targeted patient rounding to support care planning, patient flow, and reduced length of stay
Build meaningful rapport with patients and families to understand what matters most to them
Investigate and resolve patient and family concerns with empathy, clarity, and professionalism
Act as a liaison between patients/families, hospital departments, and administration
Communicate delays, coordinate services, and help remove obstacles to care
Educate staff on humanizing the patient experience using real-time feedback and trends
Monitor, analyze, and distribute HCAHPS results to drive service excellence
Identify trends in complaints and collaborate on action plans for improvement
Triage concerns to appropriate teams such as billing or risk management
Support emergency response protocols and regulatory compliance
Champion patient self-determination, dignity, and respect in every interaction