Patient Experience Liaison

Kaweah Delta Health Care District•Visalia, CA

1d•Onsite

About The Position

The Patient Experience Liaison serves as a compassionate liaison between patients, families, and the healthcare team in the Emergency Department (ED). Enhances the overall patient and family experience by offering real-time support, addresses concerns, ensures comfort, and promotes clear, empathetic communication during what can be a stressful and fast-paced care experience. Assists the Patient Experience Department and organization with performance improvement measures, initiatives and programs related to patient experience enhancement opportunities.

Requirements

Minimum of two years of customer relations experience or patient advocacy.
Minimum of one year customer service experience.
Experience in managing conflict or conflict resolution.
Strong interpersonal, verbal, and written communication skills.
Compassionate, calm under pressure, and able to work effectively in a fast-paced environment.
Ability to work independently, follow through, and handle multiple tasks simultaneously.
Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
Ability to control emotions during frustrating or anger provoking situations with other.
Must remain calm during crisis or emotionally charged situation.
Must exhibit a positive attitude at all times and demonstrate customer service behaviors.
Ability to handle multiple tasks in a dynamic, fast-paced environment.
Ability to communicate effectively in both oral and written form.
This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
Strong organizational, multi-tasking, and time management abilities.
Proficiency in basic computer applications and electronic health records systems.
Ability to work with people of various age groups and cultural backgrounds.

Nice To Haves

Bachelor’s Degree and/or equivalent experience/training
Experience in a hospital or health care setting.
Bilingual skills strongly preferred (if applicable).

Responsibilities

Serves as the first point of contact for patients and families in the ED, providing information, updates, and emotional support.
Greets and establishes relationships with patients, families, and visitors in order to facilitate communications with the staff, physicians, and support the plan of care.
Actively rounds in the ED to identify and resolve patient concerns before they escalate.
Advocates for patient needs and preferences by collaborating with clinical and administrative teams.
Educates patients and families on ED processes, wait times, and next steps in care.
Captures and reports real-time patient feedback to support continuous service improvement.
Supports patients with navigating hospital services and answering questions related to care.
Provides information about services offered by the hospital.
Interprets hospital policies and procedures as needed to ensure that the patient understands the types and levels of services provided (Chaplains, Interpreters, Social Workers, etc.)
Works closely with nursing, physicians, social work, and registration teams to ensure a seamless and compassionate care experience.
Appropriately communicates the needs of the patient and family with nursing staff.
Can independently offer comfort items such as blankets, linens, and other amenities.
Identifies opportunities to reduce anxiety and confusion for patients and families.
Ensures adequate closure to patient issues through thorough and prompt follow-up facilitating the resolution of problems to the satisfaction of the patient and hospital.
Documents interactions and escalates unresolved issues – following the processes of the Patient Experience department. This includes compliments and concerns.
Participates in training, service recovery efforts, and quality initiatives to elevate the ED patient experience.
Works with the team to review patient experience surveys to identify areas of focus.
Identifies areas for improvement and drives positive change by promoting best practices.
Works with Human Resources to utilize hospital volunteers to create a hospitality culture where patients and families feel welcome and seen upon arrival and throughout their stay.
Reviews patient experience data and assists the Director of Patient and Community Experience with helping the ED identify opportunities based off the results of the experience surveys.
Works with both ED and PX to ensure lost belongings are put in the appropriate place and reconnected with patients or families.
Demonstrates the knowledge and skills necessary to provide care and services appropriate to the population served on the assigned unit or work area.
Performs other duties as assigned.