General Summary
The Patient Experience Liaison acts as a vital connection between patients, their families, visitors, and the healthcare team, focusing on clear communication and coordination throughout the patient's stay. This role ensures that questions and concerns are addressed promptly and effectively, fostering a supportive environment.

Essential Duties and Responsibilities
Maintains open communication by informing patients, families, and visitors about any delays. Takes initiative to find answers to inquiries from patients or staff. Collaborates cooperatively across departments to ensure responsiveness to patient and family needs. Regularly checks in with patients, families, and visitors to identify and address concerns within their scope. Quickly responds to voiced concerns and coordinates follow-up with appropriate personnel. Adheres consistently to the patient complaint and grievance procedures. Visits patients in emergency and inpatient units as scheduled and completes discharge follow-up calls when assigned. Performs additional duties as needed.

Education
High school diploma or equivalent required. An associate degree or 60+ college credit hours, or equivalent work experience, is required. A bachelor’s degree in a human relations-related field such as Psychology, Social Work, or Education is highly preferred.

Work Experience
One to two years of direct customer service or relations experience is required, preferably within healthcare settings.

Certification/License
CPR certification through the American Heart Association is required.

Mental/Physical Requirements
This role demands considerable mental focus and the ability to communicate detailed information clearly, both orally and in writing. Strong interpersonal and organizational skills are essential. Approximately 80% of the time is spent interacting with patients, families, visitors, staff, and physicians. The position requires standing and walking for extended periods, utilizing proper body mechanics.

Working Conditions
Ability to thrive in a fast-paced environment while managing multiple patient and visitor needs and prioritizing effectively. Interaction with diverse individuals including healthcare providers, patients, families, and community members is frequent. There is potential exposure to communicable diseases.

This opportunity is based in a regional healthcare setting serving the Midwest area, offering a supportive team environment and opportunities for professional growth.