Join a dedicated healthcare team in the heart of the Midwest as a Patient Experience Liaison, where your role is vital in bridging communication between patients, their families, visitors, and healthcare staff. This position focuses on ensuring clear, compassionate, and timely communication throughout a patient's stay, enhancing their overall experience.

General Summary

As a Patient Experience Liaison, you will serve as the primary contact for patients and visitors, addressing questions, concerns, and providing updates. You will collaborate closely with various departments to ensure patient and family needs are met promptly and effectively.

Essential Duties and Responsibilities

• Keep patients, families, and visitors informed about any delays or changes.
• Proactively seek answers to inquiries from patients and internal or external sources.
• Foster cooperative interactions within and across departments.
• Ensure staff responsiveness to patient and family needs.
• Conduct regular rounds to assess and address needs within your scope.
• Respond swiftly to concerns and coordinate appropriate follow-up actions.
• Adhere consistently to the patient complaint and grievance process.
• Visit patients in emergency and inpatient units as scheduled.
• Complete discharge phone calls for inpatient units when assigned.
• Perform additional duties as required.

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.

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 will be 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.

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