PATIENT EXPERIENCE LIAISON (NON-RN)

UHS•Whitemarsh Township, PA

4d•Onsite

About The Position

The Patient Experience Liaison builds rapport by engaging in proactive rounding and outreach and addressing concerns early to help prevent issues from escalating. This role facilitates communication between patients, visitors, hospital staff, and leadership, while investigating, documenting, and helping resolve complaints and service issues to support a positive patient experience throughout the hospital stay. The Patient Liaison collaborates with various departments to ensure timely follow-up, effective problem-solving, and compassionate service recovery, while also contributing to customer service and patient relations initiatives that align with the organization’s mission and goals. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility’s mission and goals. Performs other duties as assigned by the Director of Social Services.

Requirements

High School Diploma or equivalent required.
1-3 years of relevant experience in a health care environment.
Strong communication and interpersonal skills to effectively engage with patients and healthcare staff.
Ability to empathize and advocate for patients' needs and concerns.
Experience in healthcare or customer service environments.
Proficient in conflict resolution and problem-solving.
Knowledge of patient care standards and healthcare regulations.

Nice To Haves

Bachelor’s degree in psychology or related field preferred.
experience in a Psychiatric setting preferred.
Familiarity with electronic health records (EHR) systems is a plus.

Responsibilities

Work directly with patients without supervision.
Establish a rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences.
Advocate for patient and family perspectives in decision making and service design.
Acts as an intermediary to Hospital Administration on behalf of patients and their families.
Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
Analyze patient experience data (ie net promoter score, patient satisfaction scores, google reviews) to identify trends, strengths and improvement opportunities.
Provides summaries to CEO, QC and Board of Governors.
Meets department/organization satisfaction goals.
Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
Manage accountability and sustainability reporting tools and systems.
Input grievances into MIDAS for tracking purposes.
Maintain physical copies of grievances and response letters.
Performs other duties as assigned/required by this position.