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, facilitate effective care, and support a positive hospital experience. The liaison serves as an intermediary between patients and families and hospital departments. Responsibilities include conducting targeted patient rounds, learning patients’ and families’ preferences, communicating relevant information to care team members, responding to concerns, addressing service delays, and escalating issues to management when appropriate. The liaison also uses feedback and trend analysis to support service improvements, department and organizational experience goals, quality goals, and effective communication. Patient and family updates should be timely, including when there is no new information. The role includes 24–48-hour post-discharge follow-up, with opportunities for improvement addressed before the patient or family leaves the hospital when possible. The position requires a high school diploma or equivalent, a qualifying medical assistant certification, and current BLS certification. The posting contains differing experience statements: one section lists completion of an accredited medical assisting program with one year of patient care experience as preferred, while another lists an accredited medical assistant program and six months of CMA/RMA experience as required.

Requirements

High school diploma or equivalent.
Must hold a qualifying medical assistant certification through one of the listed organizations: AMT, AAMA, NHA, NAHP, MedCA, or NCCT; the additional job description specifies qualifying CCMA or CMA credentials and names these certifying organizations.
Current BLS certification is required. The additional job description specifies American Heart Association BLS or American Red Cross BLS for Healthcare Providers.
The additional job description states that completion of an accredited medical assistant program and six months of CMA/RMA experience are required.

Nice To Haves

Completion of an accredited medical assisting program with one year of patient care experience is listed as preferred in the required training and education section.

Responsibilities

Conduct targeted rounding to optimize care plans and dispositioning according to patient care needs, reduce length-of-stay hours, and support timely placement after admission.
Build rapport with patients and families to learn what matters to them and understand their preferences; 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 or departments to reduce 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.
Triage issues to management to improve 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 and family questions and concerns, develop plans to address needs, and communicate information to appropriate people within suitable time frames.
Escalate patient or family concerns when appropriate and provide timely updates, including when there is no new information.
Conduct 24–48-hour post-discharge follow-up; address any opportunity for improvement before the patient or family leaves the premises when possible.