Patient Family Liaison

IU Health•Bloomington, IN

7d•Onsite

About The Position

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Patient Experience Team at Bloomington Hospital in the role of Patient Family Liaison. This position is on-site, Monday – Friday, typically hours are 9:00am – 6:00pm. This role is a great fit for someone who is passionate about making a meaningful impact on the patient experience and thrives in a highly visible, people-focused environment. As a Patient Family Liaison at Bloomington Hospital, you will serve as a trusted advocate for patients and families, building relationships across inpatient units, the Emergency Department, and hospital leadership teams. Each day, you'll proactively round with patients, address concerns, facilitate conflict resolution, and partner closely with clinical leaders, care teams, and Risk Management to ensure every patient feels heard, supported, and valued. You'll join a close-knit, collaborative team dedicated to improving the patient experience while helping foster trust, communication, and positive outcomes throughout the hospital.

Requirements

Experience involving extensive patient/public contact and crisis resolution required.

Nice To Haves

Bachelor's Degree preferred
3-5 Years of Experience

Responsibilities

Facilitates positive patient experience for all patients and visitors within the facility.
Works collaboratively with the facility Patient Relations Consultant, facility Leadership, and front-line team members to proactively assess and address issues identified by patients or families including experience and comfort needs, factors that influence health equity, or care coordination.
Actively partners with patient and families to communicate with the healthcare team to ensure that all patient and family concerns are addressed in accordance with the IU Health values.
Ensures documentation reflects actions taken to meet patients’ care and experience concerns, and that patient concerns are proactively triaged and elevated when necessary.