Patient Experience Liaison I/II

Ventura County • Ventura, CA

2d • Onsite

About The Position

The Patient Experience Liaison serves as a key connection between patients, visitors, hospital staff, security personnel, and outpatient departments to support efficient patient flow, timely communication, and a positive patient experience. The role supports lobby information services and patient check-in kiosks, provides directions and assistance, addresses patient and visitor concerns, coordinates safety and security matters, and manages the hospital subpoena intake process.

The position also supports patient access and operational activities, including registration accuracy reviews, denial management, patient experience rounding, daily census reviews, and monitoring delays affecting patient throughput to help ensure timely and coordinated care. The role involves heavy public contact in a hospital environment and may require work at Santa Paula Hospital on occasion.

Requirements

• Medical Office Assistant I: Some clerical experience in a medical service delivery area that has provided the required knowledge, skills, and abilities.
• Medical Office Assistant I: Alternatively, six months of paid or volunteer clerical experience in a medical or mental health service delivery office requiring knowledge and use of medical terminology and procedures, or a certificate from an approved medical assistant training program.
• Medical Office Assistant II: Considerable clerical experience in a medical service delivery area that has provided the required knowledge, skills, and abilities.
• Medical Office Assistant II: Alternatively, one year of clerical experience and/or training, including six months in a medical or mental health office environment requiring knowledge and use of medical terminology and procedures.
• Considerable experience in a fast-paced, high-volume customer service environment.
• Must be willing and able to work early mornings, night shifts, and weekends when needed.
• Must be willing and able to work at Santa Paula Hospital on occasion.
• Knowledge of customer service principles for assisting the public in a hospital setting; hospital operations and procedures; office procedures, document handling, recordkeeping, data entry, and information management; correct English usage; subpoena and legal document routing; patient registration, access, admission, and census procedures.
• Skill in courteous, professional, and empathetic customer service; using computer applications, electronic kiosks, and automated systems; and maintaining accurate records.
• Ability to perform and coordinate moderately difficult clerical work with little or no direct supervision; obtain information from multiple sources; operate automated office equipment; accurately transfer and compare information; follow policies and regulatory requirements; understand and convey instructions; and maintain cooperative working relationships.

Nice To Haves

• Experience with registration of patrons, customers, clients, or guests.

Responsibilities

• Serve as the primary point of contact and liaison among the lobby information desk, lobby desk security, admitting staff, and outpatient departments.
• Oversee operation of the QLess kiosk and lab kiosk for patient check-in, registration, and new user profile creation.
• Receive and coordinate patients, vendors, law enforcement, and other visitors according to hospital policy.
• Promptly inform security personnel of lobby safety concerns or incidents.
• Guide patients to designated outpatient procedures and departments and help ensure they arrive on time and are informed.
• Provide empathetic, professional, and responsive assistance to patients and visitors, answering questions and addressing concerns.
• Maintain a clean, organized, and welcoming lobby, including restrooms and common areas.
• Ensure informational materials and signage are current and accessible.
• Manage subpoena intake, including undeliverable subpoenas, routing documents to appropriate departments, and coordinating with process server companies to support compliance with County rules and regulations.
• Coordinate communication between the House Supervisor and Auxiliary Director regarding challenges related to patient visitation policies.
• Address and document patient and visitor concerns, resolve complaints when possible, and escalate issues for follow-up.
• Assist with Registration Accuracy Reviews and Patient Access Denial Management.
• Assist with patient experience rounding for patients awaiting inpatient admission in the Emergency Department and help identify and address wait-time concerns.
• Assist with inpatient and Emergency Department daily census reviews.
• Communicate with outpatient departments and admitting to identify and report delays or issues affecting patient throughput.
• Perform other related duties as required.

Benefits

• Potential bilingual incentive, depending on operational needs and certification of skill.
• Educational incentive of 2.5% for an associate degree, 3.5% for a bachelor's degree, or 5% for a graduate degree when the attainment is not specifically required by the position.
• Eligibility to participate in the County's 401(k) Shared Savings Plan and/or Section 457 Plan.
• Flexible credit allowance for full-time employees to purchase medical, dental, and/or vision insurance from authorized plans.
• Flexible Spending Accounts for eligible dependent-care and health-care expenses using pre-tax dollars.
• County Retirement Plan and Social Security contributions by both the County and employees; eligible employees may establish reciprocity with other public retirement systems.
• Thirteen paid holidays per year, including a scheduled floating holiday.
• Eligible for overtime compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed