Patient Liaison Special Services
About The Position
The Patient Liaison, Special Services serves as a trusted advocate and central point of contact for high-profile and special-interest patients and their families. The role coordinates personalized care, helps patients navigate services, and partners across departments to provide a seamless, compassionate experience from initial consultation through follow-up. This highly visible position is suited to a poised, resourceful healthcare professional who can thrive in a fast-paced environment and respond calmly to complex or sensitive needs. The Patient Liaison builds relationships, exercises sound judgment, and supports patients and families throughout their care journey.
Requirements
- Bachelor’s degree or three additional years of relevant experience.
- Three or more years of experience in a hospital or healthcare, development, concierge, patient special services, or similar environment.
- Demonstrated ability to collaborate with medical personnel and working knowledge of healthcare practices and care delivery.
- Excellent communication, organization, relationship-building, diplomacy, judgment, and decision-making skills.
- Ability to manage multiple priorities, work independently with minimal supervision, and remain composed when responding to last-minute requests.
- Project management and delegation skills, along with proficiency in Microsoft Office Suite.
- Availability to work evenings and weekends as required.
Nice To Haves
- Experience supporting high-profile populations.
Responsibilities
- Serve as the primary contact and advocate for special guests, VIP patients, and their families.
- Welcome and escort patients and families, providing responsive support before, during, and between appointments and inpatient visits.
- Coordinate schedules, prepare patients for appointments, communicate with clinic teams, and monitor the patient census to ensure no one is overlooked.
- Partner with physicians and other medical professionals to coordinate care and connect patients with appropriate services and resources.
- Help patients and families navigate visits, special accommodations, and complex requests while maintaining confidentiality and professionalism.
- Collaborate with Quality and Risk Management on service recovery, system improvements, and care coordination initiatives.
- Develop and manage structured referral, tracking, and reporting processes that support an exceptional patient experience.
- Gather and share timely feedback regarding patient and family experiences and identify opportunities to enhance service.
- Participate in performance improvement activities, committees, and meetings that strengthen care delivery.
- Manage multiple priorities, allocate resources, and delegate responsibilities effectively in a high-touch environment.
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What This Job Offers
Job Type
Full-time
