Service Excellence Liaison - Part Time, Days 9a-2p, Oncology Infusion, Overlook Medical Center

Atlantic Health System•Summit, NJ

1d•Onsite

About The Position

At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include: Morristown Medical Center, Morristown, NJ Overlook Medical Center, Summit, NJ Newton Medical Center, Newton, NJ Chilton Medical Center, Pompton Plains, NJ Hackettstown Medical Center, Hackettstown, NJ Goryeb Children's Hospital, Morristown, NJ CentraState Healthcare System, Freehold, NJ Atlantic Home Care and Hospice Atlantic Mobile Health Atlantic Rehabilitation We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners. We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades: 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years Best Places to Work in Healthcare - Modern Healthcare 150 Top Places to work in Healthcare - Becker's Healthcare 100 Accountable Care Organizations to Know - Becker's Hospital Review Best Employers for Workers over 50 - AARP Gold-Level "Well Workplace": Wellness Council of America (WELCOA) One of the 100 Best Workplaces for “Millennials” Great Place to Work® and FORTUNE® magazine One of the 20 Best Workplaces in Health Care: Great Place to Work® and FORTUNE® magazine Official Health Care Partner of the New York Jets NJ Sustainable Business Named one of America's 50 Best Hospitals by Healthgrades, a World’s Best Hospital by Newsweek and recognized as a Best Regional Hospital in the NY Metro area by U.S. News & World Report. Our Atlantic Neuroscience Institute is the region’s leader in neuroscience care. A hub for the New Jersey Stroke Network, we offer a broad range of advanced neurological, neurosurgical and neurodiagnostic services. We are also certified as a Level IV Epilepsy Center and home to the Gerald J. Glasser Brain Tumor Center, where more brain tumor surgeries are performed than anywhere else in New Jersey. Our CyberKnife® program is the largest and most experienced in the state. We also have a satellite emergency department in Union, NJ, which treats about 40,000 emergency cases each year. Committed to providing exceptional care, Overlook Medical Center has achieved the prestigious Magnet® recognition. This designation from the American Nurses Credentialing Center is the highest national honor for nursing excellence. What’s more, Overlook Medical Center has advanced certification from The Joint Commission for perinatal care and is designated an Advanced Comprehensive Stroke Center. Additional Joint Commission-certified services include behavioral health care, spine surgery, wound care, and primary care medical home (PCMH). Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted: Team Member Benefits Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members) Life & AD&D Insurance. Short-Term and Long-Term Disability (with options to supplement) 403(b) Retirement Plan: Employer match, additional non-elective contribution PTO & Paid Sick Leave Tuition Assistance, Advancement & Academic Advising Parental, Adoption, Surrogacy Leave Backup and On-Site Childcare Well-Being Rewards Employee Assistance Program (EAP) Fertility Benefits, Healthy Pregnancy Program Flexible Spending & Commuter Accounts Pet, Home & Auto, Identity Theft and Legal Insurance ____________________________________________ Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

Responsibilities

Conduct daily patient rounds
Prioritize rounding on newly admitted patients, patients nearing discharge, or those with unresolved issues.
Introduce self, explain the liaison role, and ask structured experience-based questions to assess satisfaction and address needs.
Provide comfort items (e.g., tissues, blankets, reading materials) and coordinate additional support as needed.
Document each encounter in real time, noting concerns, compliments, and follow-up required.
Address minor, non-clinical issues independently (e.g., comfort items, communication delays).
Use critical thinking and a standardized responsibility matrix to escalate concerns to Patient Experience, Patient Relations, or Risk.
Follow up on open items and ensure resolution is communicated to the patient or family.
Act as a liaison between departments (e.g., Food Services, Plant Engineering, Environmental Services) to resolve service-related concerns.
Partner closely with nursing, unit leaders, and clinical staff to support a unified, patient-centered approach.
Maintain ongoing communication with the Patient Experience team, reporting themes and unresolved concerns.
Support unit-based recognition efforts by capturing staff compliments and facilitating celebrations or thank-you notes.
Participate in unit huddles, interdisciplinary meetings as needed

Benefits

Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
Life & AD&D Insurance.
Short-Term and Long-Term Disability (with options to supplement)
403(b) Retirement Plan: Employer match, additional non-elective contribution
PTO & Paid Sick Leave
Tuition Assistance, Advancement & Academic Advising
Parental, Adoption, Surrogacy Leave
Backup and On-Site Childcare
Well-Being Rewards
Employee Assistance Program (EAP)
Fertility Benefits, Healthy Pregnancy Program
Flexible Spending & Commuter Accounts
Pet, Home & Auto, Identity Theft and Legal Insurance