Patient Experience Liaison - LPN

Medical University of South Carolina•Columbia, SC

About The Position

The Patient Experience Liaison works with patients and their families to address concerns and special needs during hospital treatment. The role works directly with healthcare team members, hospital departments, and administration to resolve problems and facilitate a positive patient experience. Acting as an intermediary between patients and families and hospital departments, the liaison helps support effective healthcare treatment and a positive hospital experience. The liaison conducts targeted rounding, builds rapport with patients and families to understand their preferences, communicates findings to the healthcare team, responds to concerns within the scope of the role, and helps address service delays. The position also uses trend analysis to inform service action plans, escalates concerns to management as appropriate, and supports department and organizational goals related to patient satisfaction, communication, quality, and patient self-determination. Timely patient updates and 24–48-hour post-discharge follow-up are part of the role. This position is with the Medical University Hospital Authority (MUHA), in the COL - ICU (Intensive Care Unit) cost center. It is an hourly employee role scheduled for 40 hours per week.

Requirements

Graduate from a recognized Licensed Practical Nursing program; the additional job description specifies graduation from an accredited Practical Nurse program.
Licensed as an LPN in South Carolina or a compact state.
Current Basic Life Support (BLS) certification, either from the American Heart Association or an accepted American Red Cross certification.
The additional job description requires six months of patient care experience.
Communicate effectively verbally and in writing.
Demonstrate effective communication, a professional demeanor, and excellent interpersonal skills in support of patient-centered care.
Be able and motivated to articulate and support the departmental philosophy of excellent guest relations.
Be computer literate.
Be able to deal effectively with stressful situations.
Be able to work rotating shifts and overtime as required.
Meet the listed physical and sensory requirements, including standing, sitting, walking, lifting and carrying up to 50 pounds unassisted, and maintaining specified visual, hearing, and tactile capabilities.

Nice To Haves

One year of LPN experience is preferred.

Responsibilities

Conduct targeted rounding to optimize care plans and dispositioning based on patient needs, reduce length-of-stay hours, and support timely placement after admission.
Establish rapport with patients and families to understand what matters most to them and their preferences, and communicate findings to appropriate healthcare team members.
Respond to patient and family complaints and concerns within the capabilities and scope of the role, 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 analysis of trends to advise individuals and departments in developing service action plans.
Escalate issues to management as appropriate to improve service.
Use patient and family 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 their needs, and communicate information to appropriate people within appropriate time frames.
Initiate escalation of patient or family concerns when appropriate.
Provide timely patient updates, including letting patients and families know they have not been forgotten when there is no new information.
Conduct 24–48-hour post-discharge follow-up, with the understanding that opportunities for improvement should be addressed before the patient or family leaves the premises.