Patient Experience Liaison- 40hr

Connecticut Children's•Hartford, CT

5d•$27 - $47

About The Position

Under general supervision, the Patient Experience Liaison represents and interprets Connecticut Children’s mission, policies, procedures, and services to patients and families in support of service excellence and the overall Patient & Family Experience. The role serves as a resource and liaison among patients, the hospital, medical practices, and the community. It helps ensure that patients’ rights are respected, provides a channel for mediation and resolution, and promotes high-quality care and a positive patient and family experience. The liaison also serves as an expert in complaint management, service excellence training, role modeling, service recovery, and education. The position receives, triages, investigates, and resolves patient and family complaints and grievances in accordance with regulatory requirements and organizational policies. It uses an electronic occurrence and feedback management system, communicates throughout investigations, coordinates with departments and leaders, and prepares written responses when appropriate. The liaison proactively rounds on inpatient units, identifies experience-related concerns, follows up on agreed resolutions, and provides real-time service recovery. The role tracks complaint outcomes, generates reports, and identifies trends. The liaison supports awareness of the complaint process, facilitates service recovery discussions, and provides education related to customer service and the Patient & Family Experience. The position requires knowledge of age-related needs from neonates through adolescents, cultural sensitivity, confidentiality, and conduct consistent with Connecticut Children’s mission, values, and standards. Successful completion of a Crucial Conversations course is required.

Requirements

Minimum 2–4 years of directly related experience in a healthcare setting.
Bachelor’s degree in business, human services, and/or public relations, or equivalent directly related work experience.
Successful completion of a Crucial Conversations course.
Knowledge of operational policies and procedures and the ability to research and identify applicable policies and procedures.
Knowledge of state and federal regulations, DPH, Joint Commission, HIPAA, and other regulatory standards related to patient rights and complaint and grievance management.
Knowledge of Press Ganey, particularly patient satisfaction survey data and trends.
Intermediate to advanced end-user skills in Microsoft Windows and Microsoft Office applications, including Word and Excel, and a basic understanding of database management.
Excellent interpersonal and oral and written communication skills.
Excellent organizational skills and ability to prioritize a multifaceted workload.
Conflict-resolution skills.
Ability to facilitate educational content related to customer service, service recovery, and the Patient & Family Experience.
Ability to communicate effectively with patients, families, and all levels of hospital staff verbally and in writing.
Ability to demonstrate patience and tact and deal effectively and sensitively with people in highly stressful situations.
Ability to consistently demonstrate service behaviors and act as a role model.
Ability to maintain confidential patient information.
Ability to work independently and formulate recommendations.
Attention to detail and accuracy to ensure compliance with organizational policies and state and federal regulations.

Nice To Haves

Bachelor’s degree in business, human services, and/or public relations, if not qualifying through equivalent directly related work experience.
Bilingual English and Spanish ability.
Experience managing patient complaints and grievances.

Responsibilities

Collaborate with team members and providers to make patients and families aware of the patient complaint management process.
Receive and triage patient and family complaints and grievances for appropriate response under regulatory requirements and organizational policies.
Manage complaints and grievances using the electronic occurrence and feedback management system.
Investigate complaints and provide appropriate and timely responses.
Serve as an impartial liaison and facilitator among hospital departments and staff to support timely complaint resolution.
Maintain communication with patients, families, and team members during investigations and formulate written responses when appropriate.
Facilitate service recovery discussions involving patients, families, team members, providers, and leadership.
Follow up with unit and department leaders to ensure complaint details are addressed.
Proactively round on inpatient units to identify patient experience issues and serve as a resource to patients, families, and team members.
Follow up with patients, families, and staff to confirm agreed-upon resolutions have occurred.
Provide real-time service recovery while promoting a positive patient and family experience and supporting team members.
Track complaints and resolutions in the complaint-tracking database.
Generate reports and identify trends using complaint-tracking database information.
Apply knowledge of age-related needs of patients from neonates through adolescence and demonstrate cultural sensitivity.
Support the organization’s mission, values, and goals through conduct consistent with its standards.
Perform other related responsibilities as assigned.