Patient Service Liaison

Job Description

Be a part of a world-class academic health-care system at UChicago Medicine as a Patient Service Liaison in the Patient Family Insights Department. This position is hybrid and you will need to be based in the greater Chicagoland Area.


The Patient Service Liaison provides system support to staff, primarily the management team, enabling staff to be effective problem solvers able to facilitate a satisfactory and efficient patient encounter across the health system. The position conducts and facilitates critical conversations with and between staff, patients, patient representatives and visitors. The position helps foster a culture supporting transparency, effective problem solving and compliance with state and federal regulations. The position establishes and maintains collaborative and productive relationships with the management team.


Essential Job Functions

• Educate UCM staff on patient rights and experience trends with service recovery techniques for timely resolution
• Direct patients and representatives to appropriate organizational resources as needed to meet their needs across the system
• Serves as a liaison to UCMC and Medical staff as related to patient rights with available resources
• Manage records and data related to patient, patient representative, visitor and staff escalations related to operational issues that are distinct from direct clinical care concerns
• Summarize data trends and communicate themes with appropriate department leaders
• Perform data analysis at the macro level to identify organizational initiatives aimed at improving the patient and visitor experience
• Ensure accurate documentation of department activities, including complaints and grievances
• Educate UCM staff on patient rights and experience trends with targeted service recover
• Ensures compliance with organizational policies and all state and federal laws and regulatory requirements (e.g. CMS) by maintaining a robust, accurate and timely issue resolution process and reporting database
• Receives, screens, routes, and/or responds to all incoming inquiries for information, directions, or concerns
• Manage patient feedback and complaints from initial contact to the resolution to prevent escalation to formal grievance when appropriate
• Identify grievances and execute a grievance process that meets regulatory requirements
• Perform immediate service recovery
• Assist in departmental collaboration for investigations with timely resolution
• Navigate organizational structure, policies, and procedures to determine the most efficient path to resolve a complaint and/or grievance
• Perform other duties as assigned

Required Qualifications

• Associate Degree in Business/Health Administration or prior hospital experience
• Strong customer service skills, expert service recovery skills
• Superior critical thinking skills and ability to generate ideas and fresh perspectives
• Ability to build strong working relationships with staff and leaders at all levels
• Excellent communication skills: the ability to effectively and efficiently communicate internally and externally both verbally and in writing
• De-escalation skills; exhibits the consistent ability to maintain a productive and professional tone and demeanor regardless of others' inability to do so
• Proficient in the use of PC with experience with MS Office suite, specifically Excel, Word, PowerPoint, and database management packages

Position Details

• Job Type/FTE: Full Time
• Shift: Days
• Location: Hyde Park (Rotational)
• Unit/Department: Patient Family Insights
• CBA Code: Non-Union

About Us

We've been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment... with patients and with each other. We're in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you'd like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we're doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities

UChicago Medicine is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

As a condition of employment, all employees are required to complete a pre-employment physical, background check, drug screening, and comply with the flu vaccination requirements prior to hire. Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits. The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.