Patient Experience Liaison | Part-Time, Shifts Vary

Phelps Health

1d•Onsite

About The Position

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.

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.