Patient Experience Liaison - LPN

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 or special needs during treatment in the hospital. Working with the healthcare team, hospital departments, and administration, the liaison helps resolve problems and acts as an intermediary between patients and families and hospital departments to support effective care and a positive hospital experience. The position includes targeted rounding, identifying patient and family preferences, responding to concerns, addressing service delays, escalating issues when appropriate, and following up with patients 24–48 hours after discharge. The role also uses feedback and trend analysis to support service improvements, communication, quality goals, and patient satisfaction. This position requires graduation from a recognized or accredited Practical Nursing program and an LPN license in South Carolina or a compact state. A current BLS or qualifying CPR certification is required. The posting lists one year of LPN experience as preferred and also states six months of patient care experience is required. The liaison must communicate effectively, demonstrate a patient-centered approach and professional demeanor, support excellent guest relations, and be computer literate.

Requirements

Graduate from a recognized or accredited Practical Nursing program.
Licensed as an LPN in South Carolina or a compact state.
Current Basic Life Support (BLS) certification from the American Heart Association or an accepted equivalent, or qualifying American Red Cross CPR/AED certification.
Six months of patient care experience required, as stated in the Additional Job Description.
Ability to demonstrate commitment to patient-centered care through effective communication, professional demeanor, and strong interpersonal skills.
Ability and motivation to articulate and support the departmental philosophy of excellent guest relations.
Effective verbal and written communication skills.
Computer literacy.
Ability to perform job functions while standing, sitting, and walking; work indoors; and carry out the listed physical activities and sensory requirements.
Ability to deal effectively with stressful situations.
Ability to work rotating shifts and overtime as required.

Nice To Haves

One year of LPN experience preferred.

Responsibilities

Conduct targeted rounding to optimize care plans and dispositioning, reduce length-of-stay hours, and facilitate timely placement after admission.
Build rapport with patients and families, identify what matters most to them and their preferences, and communicate findings to appropriate healthcare team members.
Respond to complaints and concerns, identify issues, and communicate them to appropriate staff within the scope of the role.
Work with individuals and departments to limit or resolve service delays and communicate delays to patients and families.
Use trend analysis to advise individuals and departments in developing service action plans.
Triage issues to management to support improved service.
Use patient, family, and customer feedback to improve and reinforce satisfaction and meet department and organization 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 needs, and communicate information to appropriate people within appropriate time frames.
Escalate patient or family concerns as appropriate and provide timely updates, including letting them know when there is no new information.
Conduct 24–48-hour post-discharge follow-up; address identified opportunities for improvement before the patient or family leaves the premises.