PATIENT CARE COORDINATOR

Patient Experience Liaison

The Horsham Clinic is seeking a dynamic and talented Patient Experience Liaison. The Horsham Clinic is a 206-bed, private behavioral healthcare facility located on a beautiful 55-acre suburban campus in Montgomery County. We are minutes from Philadelphia and serve patients and families from Southeastern Pennsylvania and New Jersey. The Horsham Clinic provides comprehensive behavioral health services to children, adolescents, adults, and their families. In addition to our main campus in Ambler, we have two satellite partial hospitalization programs in Chester County and Delaware County.

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.

Whats in it for you? (Benefits/Perks)

• Free meals/parking
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• Tuition Reimbursment
• Student Loan Repayment Program
• Competitive Compensation & Generous Paid Time Off
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Challenging and rewarding work environment

Responsibilities

• Establishes a rapport with patients and families to learn what is the most important to them in their hospital experience and their preferences.
• 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.

About UHS (Our Parent Company)

One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.