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 promptly addressed and communicated to the appropriate staff for timely resolution.

Essential Duties and Responsibilities
Maintains open communication by keeping patients, families, and visitors informed about any delays. Takes initiative to find answers to inquiries from both internal and external customers. Collaborates cooperatively across departments to ensure responsiveness to patient and family needs. Routinely checks in with patients, families, and visitors to identify and address concerns within the scope of the role. Responds swiftly to voiced concerns and ensures appropriate follow-up by notifying relevant staff. Adheres consistently to the patient complaint and grievance process. Conducts visits to patients 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's 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 mandatory.

Mental/Physical Requirements
This role 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 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 tasks effectively. Interaction with a diverse group including healthcare providers, patients, families, and community members is expected. There is potential exposure to communicable diseases. This position serves a regional population in the Midwest United States.