General Summary
The Associate Patient Experience Liaison acts as a vital connection between patients, their families, visitors, and healthcare staff, focusing on clear communication and coordination throughout the patient's stay. This role involves addressing patient inquiries, concerns, and ensuring timely follow-up by collaborating with appropriate team members.

Essential Duties and Responsibilities
Maintains open communication with patients, families, and visitors regarding any delays or updates. Takes initiative to find answers to questions from both internal and external customers. Works 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 the scope of the role. Responds promptly to voiced concerns and coordinates with staff for follow-up. Adheres consistently to the patient complaint and grievance process. Conducts visits in the Emergency Department and inpatient units as scheduled. Completes discharge phone calls for inpatient units when assigned.

Education
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-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 a healthcare environment.

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

Mental/Physical Requirements
This position demands considerable mental focus and the ability to communicate detailed information effectively both orally and in writing. Strong interpersonal and organizational skills are essential. Approximately 80% of the time is spent interacting with patients, families, visitors, employees, 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 while prioritizing tasks effectively. Interaction with a diverse group of 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.