Patient Experience | Full-Time, Shifts Vary

Phelps Health

2d

About The Position

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. General Summary The Patient Experience Liaison serves as a link between patients, patients' relatives, visitors and Phelps Health; with a specific focus on the integration and coordination of communication to keep patients, families and visitors informed during their stay. The Patient Experience Liaison will identify, address, and follow-up on patient questions and concerns and as appropriate communicate patients' questions, complaints, problems and concerns to appropriate staff members and ensure timely follow-up.

Requirements

• High School diploma or equivalent required.
• Associates Degree or 60 plus college credit hours or equivalent work experience required
• One-two years of direct customer service/relations experience required, preferably in healthcare.
• Basic Life Support (BLS) certification through the American Heart Association.
• Considerable mental concentration.
• Ability to receive and express detailed information through oral and written communications.
• Excellent interpersonal and organizational skills.
• Approximately eighty percent of the time spent communicating with patients, families, visitors, employees, and physicians.
• Requires standing and walking for prolonged periods of time using appropriate body mechanics.
• Ability to work in a fast paced environment, meeting multiple patient/visitor needs and the ability to set priorities.
• Interaction with various individuals of Phelps Health, physicians, patients, family members, and community.
• Potential exposure to communicable disease.

Nice To Haves

• Bachelor’s degree in human relations field (i.e. Psychology, Social Work, Education) highly preferred.

Responsibilities

• Keeps patients/visitors and families informed of delays.
• Takes responsibility for finding answers to questions from any customer, internal or external.
• Interacts within department and with other departments in a spirit of cooperation.
• Ensures that staff members are responsive to patient and family needs.
• Consistently rounds on patients/families/visitors to determine and address needs within scope of competency.
• Responds quickly to concerns voiced by patients/family members/visitors and notify appropriate staff members for follow-up.
• Follows the patient complaint/grievance process in the appropriate manner on a consistent basis.
• Visits patients in the Emergency Department and inpatient units as scheduled.
• Documents and completes discharge phone calls for the Inpatient Units when scheduled.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree