PATIENT CARE COORDINATOR

Patient Experience Liaison The Patient Experience Liaison serves as the Patient Advocate for The Horsham Clinic. The Patient Experience Liaison investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Liaison works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. The Patient Experience Liaison collaborates directly with various members of the healthcare team, hospital departments, and administration to ensure resolution of concerns presented by patients, families, visitors or other representatives of the patient with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring out the most effective healthcare treatment and positive hospital experience. Establishes a rapport with patients and families to learn what is the most important to them in their hospital experience and their preferences. Communicates findings the Performance Improvement Director to identify trends and areas of opportunities. Serves as The Horsham Clinic's Patient Advocate and responds to and investigates complaints and concerns and communicates identified issues to appropriate staff. Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families. Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience based on feedback from individual patients and their families. Uses finding from analysis of trends in complaints to mentor individuals and departments to develop appropriate service actions plans. Triages issues/concerns to appropriate departments to ensure better service to our customers. Achieves department/organization outcomes. Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction/ Assists with identification and implementation of systems and processes to improve efficiency and reduce expenses that do not compromise quality of service/mission. Initiates patient or family concern reports, as appropriate, when issues arise. Incorporates key concepts into communication with patients and families. Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care. Provides input into opportunities for system improvements. Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action. Understands and practices regulatory agency standards and department/organization policies/procedures. Educates patients about patient satisfaction surveys prior to discharge. Provides each discharge patient with Google review information.