General Summary: The Advocate Patient Experience Liaison acts as a vital connection between patients, their families, visitors, and healthcare staff, focusing on seamless communication throughout the patient's stay. This role ensures that questions, concerns, and feedback are addressed promptly and effectively, enhancing the overall patient experience.

Essential Duties and Responsibilities:

• Keep patients, families, and visitors informed about any delays or updates.
• Proactively seek answers to inquiries from both internal and external customers.
• Collaborate cooperatively across departments to meet patient and family needs.
• Conduct regular rounds to assess and respond to patient and visitor needs within the scope of the role.
• Respond swiftly to concerns raised by patients or families and coordinate follow-up with appropriate staff.
• Adhere consistently to the patient complaint and grievance procedures.
• Visit patients in emergency and inpatient units as scheduled.
• Complete discharge phone calls for inpatient units when assigned.

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

Experience: One to two years of direct customer service or relations experience is required, preferably within a healthcare environment.

Certification/License: Basic Life Support (BLS) certification through the American Heart Association is mandatory.

Mental/Physical Requirements: This position 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 involves interaction with patients, families, visitors, staff, and physicians. The role requires standing and walking for extended periods, utilizing proper body mechanics.

Working Conditions: The environment is fast-paced, requiring the ability to manage multiple patient and visitor needs simultaneously and prioritize 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.