PATIENT EXPERINCE LIAISON

UHS•Summit, NJ

5h•Onsite

About The Position

Summit Oaks Hospital, a 126 bed, private acute care hospital and chemical dependency treatment center, located in a picturesque suburban setting, fully accredited (by the Joint Commission), has been providing quality health care to adult, child and adolescent northeastern USA residents, since 1902.Summit Oaks has repeatedly been recognized in U.S. News & World Report, as one of the nation's best behavioral health hospitals. Much more online at: https://summitoakshospital.com/ Position Summary: The Patient Experience Liaison investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. The Patient Experience Liaison collaborates directly with various members of the healthcare team, hospital departments, and administration to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility’s mission and goals. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring out the most effective healthcare treatment and positive hospital experience. Performs other duties as assigned by the COO

Requirements

Education: Bachelor's Degree
Related Work Experience: 1-3 years

Responsibilities

Establish a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members
Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff
Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families
Acts as an intermediary to Hospital Administration on behalf of patients and their families
Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors
Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager
Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families
Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans
Triages issues to billing or risk management to ensure better service to our customers
Achieves department/organization outcomes. Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction
Meets department/organization satisfaction goals
Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise qualify of services/mission
Utilizes performance measures to improve patient/customer outcomes
Meets department/organization quality goals
Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance)
Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care
Provides input into opportunities for system improvements
Understands and performs role in emergency situations also understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures
Meets mandatory department/organization job requirements within established time frames
Provides each discharge patient with the Google review information