Patient Experience Liaison

Medical University of South Carolina•Columbia, SC

9d•Onsite

About The Position

The Patient Experience Liaison works with patients and their families to address concerns and special needs during hospital treatment. The role collaborates with healthcare team members, hospital departments, and administration to resolve problems and facilitate a positive patient experience, serving as an intermediary between patients and families and hospital departments. The liaison conducts targeted patient rounding, builds rapport to understand patients’ and families’ priorities and preferences, communicates findings to the care team, responds to concerns within the scope of the role, and works to reduce service delays. The position also uses trend analysis to inform service action plans, escalates issues to management as appropriate, supports department and organizational experience and quality goals, and follows up with patients 24–48 hours after discharge. Any identified opportunity for improvement should be addressed before the patient or family leaves the premises. The job requires a high school diploma or equivalent, qualifying medical assistant certification, and current BLS certification. The posting gives differing experience details: one section describes one year of patient-care experience as preferred, while the additional job description requires six months of CMA/RMA experience.

Requirements

High school diploma or equivalent.
Completion of an accredited medical assistant program.
Medical assistant certification through an accepted certifying organization, including AMT, AAMA, NHA, NAHP, MedCA, or NCCT, with applicable CCMA or CMA credentials as specified in the posting.
Current BLS certification; the additional job description specifies American Heart Association BLS or American Red Cross BLS for Healthcare Providers.
Six months of CMA/RMA experience is required in the additional job description.
Ability to perform work while standing, walking, and sitting; bend, kneel, climb stairs, reach in all directions, use both hands and legs, and perform repetitive motions.
Ability to qualify physically for respirator use, initially and as required.
Corrected 20/40 vision and ability to recognize objects at close hand and at a distance.
Ability to work in a latex-safe environment and indoors.
Frequently lift, lower, push, pull, or carry objects weighing approximately 50 pounds unassisted; exert up to 50 pounds of force; and lift 25 pounds from 36 inches to overhead.
Infrequently work in dusty areas and confined or cramped spaces.

Nice To Haves

One year of patient-care experience is preferred.

Responsibilities

Conduct targeted rounding to optimize care plans and disposition based on patient needs, reduce length-of-stay hours, and expedite placement when patients are admitted.
Build rapport with patients and families to understand their priorities and preferences, and communicate findings to appropriate healthcare team members.
Respond to complaints and concerns within the role’s scope and communicate identified issues to appropriate staff.
Work with individuals and departments to limit or resolve service delays and communicate delays to patients and families.
Use trend analysis findings to advise individuals and departments in developing service action plans.
Triage issues to management to support improved service.
Use patient, family, and customer feedback to improve and reinforce satisfaction and meet department and organizational experience goals.
Identify and implement departmental systems and processes that improve communication and optimize care, outcomes, and experience.
Support quality goals by advocating for patient self-determination.
Assess patient or family questions and concerns, develop plans to address needs, and communicate information to appropriate people in appropriate time frames.
Escalate patient or family concerns as appropriate and provide timely updates, including letting them know when there is no new information.
Conduct 24–48-hour post-discharge follow-up and address any opportunity for improvement before the patient or family leaves the premises.
Maintain a positive and engaging attitude.