General Summary
The Associate Patient Experience Liaison acts as a vital communication bridge between patients, their families, visitors, and healthcare staff. This role focuses on ensuring clear, timely information flow to keep everyone informed throughout the patient’s stay in a regional healthcare setting in the Midwest.

Essential Duties and Responsibilities
Maintains open communication by informing patients, families, and visitors about any delays. Takes initiative to find answers to questions from patients and visitors, both internal and external. Collaborates cooperatively with various 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 promptly to voiced concerns and coordinates with appropriate staff for follow-up. Adheres consistently to the patient complaint and grievance process. 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 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 healthcare.

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, employees, and physicians. The position requires standing and walking for extended periods, using proper body mechanics.

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