Patient Experience Liaison - RN

Conifer Health Solutions•Sunnyvale, TX

About The Position

This role provides direct clinical patient care. The role will assume responsibility for assessing, planning, implementing direct clinical care to assigned patients on a per shift basis, and unit level. The role is responsible for supervision of staff to which appropriate care is delegated. The role is accountable to support CNO to ensure high quality, safe and appropriate nursing care, competency of clinical staff, and appropriate resource management related to patient care. Responsibilities The Patient Experience Liaison is responsible to model the Expected Behaviors for Patient Centered Care and to investigate, resolve, document, and report patient and visitor compliments and concerns to leadership and staff; monitor patient experience scores for trends and opportunities; serve as the facility champion for CAHPs initiatives. This person works collaboratively to develop, implement, and participate in patient experience and patient relations initiatives. Provides monthly status updates/reports on process improvement initiatives and outcomes related to patient experience to leadership. This team member may be delegated additional responsibilities or special assignments.

Requirements

Education: Required: Graduated from a state approved school of nursing or an accredited school.
Certifications: Required: Currently licensed, certified, or registered to practice profession as required by law, regulation in state of practice or policy; CPR. AHA BLS, and if applicable by corporate policy for unit of hire, AHA ACLS and/or PALS and/or NRP.

Nice To Haves

Preferred: Bachelor's or Master's degree in Nursing
Preferred: Recent acute care experience.

Responsibilities

Models the Expected Behaviors for Patient Centered Care and is passionate about the patient experience
Assists in continuous Patient Experience processes as the facilitator/coach.
Ensures all necessary follow-up/action items are completed, reported and documented in order to close the loop.
Able to work as a team member, and encourage and promote a culture of caring.
Serves as recording secretary for the Patient Experience section of meeting minutes.
Assists in the aggregation and analyzing of Patient Experience data and report’s findings to the appropriate committees
With the support of the regional Patient Experience Director, conducts routine analysis of patient experience outcomes. Analyzes CAHPs and patient experience survey data, patient/visitor complaints, and grievances. Collaborates with leadership, physicians, and staff on a regular basis to ensure optimal patient experience.
Tracks and trends patient/visitor service concerns. Identifies system/process-related opportunities through data and works collaboratively to resolve. Leads, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience.
Performs routine clinical and non-clinical rounding for patients and families to improve the patient experience. Communicates and interacts with patients, families, staff, and others in a compassionate, empathetic, courteous, and respectful manner
Investigates patient/visitor concerns and works with all applicable parties to bring them to resolution.
Maintains regulatory and compliance requirements for the facility, including CMS Conditions of Participation and Joint Commission Standards, as they relate to patient complaints.
Consults with leaders in the development of strategies to improve the patient experience; identifies best practice and opportunities for improvement, and works collaboratively with leaders and staff. Assists with staff education on improving patient experience opportunities
Provides strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.