Patient Experience Liaison

Job Description

Job Description

Keta Medical Center

Pay Rate: $31.25–$33.65 per hour
Status: Full Time, Benefits Eligible

WEEKEND AVAILABILITY IS REQUIRED. Candidates must be flexible and available to work one Saturday or Sunday each week. The schedule may include 9:00 AM–5:00 PM or later hours such as 11:00 AM–7:00 PM. Flexibility with scheduling is essential for this role.

Location

The ability to travel to all Keta Medical Center New Jersey locations is required. Depending on your home location, travel expenses will be reimbursed for sites requiring extensive driving and/or public transportation costs.

Keta Medical Center is hiring a full-time Patient Experience Liaison to join our growing team In New Jersey. This on-site position plays a vital role in ensuring patients feel supported, informed, and cared for throughout their treatment journey.

The Patient Experience Liaison serves as a key point of contact for patients from their initial visit through their ongoing care. This role combines patient communication, education, care coordination, and administrative responsibilities, while working closely with our clinical teams to support a positive and consistent patient experience across our programs and locations.

• Serve as a primary point of contact for new and existing patients, answering questions and providing clear, empathetic information about treatment, programs, and scheduling.
• Greet patients at their first visit and conduct comprehensive orientations covering program structure, clinic staff and resources, and what patients can expect throughout each phase of treatment.
• Educate patients about available programs, psychiatric services, therapy modalities, and treatment options so they understand the full scope of care and support available to them.
• Track patient progress throughout the duration of their care, proactively following up on missed or delayed sessions and identifying potential barriers to engagement.
• Assist with care coordination, therapist assignments, and scheduling logistics across programs.
• Collaborate with physicians, nurses, therapists, and other clinical team members to support patients who may require additional attention or assistance.
• Communicate patient needs and concerns to clinical staff in a timely manner and help ensure important updates are shared across the care team.
• Attend regular team meetings to review upcoming patient sessions, debrief on completed treatments, and align on individualized patient needs and care considerations.
• Support patients in understanding and remaining committed to the treatment process, providing encouragement and helping address barriers to continued participation.
• Participate in community-based events as needed to represent Keta Medical Center, build awareness of available services, and support outreach efforts.
• Travel between Keta Medical Center clinic locations as needed.

• Excellent communication, interpersonal, and organizational skills.
• A compassionate, proactive, and patient-centered approach.
• The ability to build strong, supportive relationships with patients while maintaining appropriate professional boundaries.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• The ability to work independently while collaborating effectively with clinical and administrative teams.
• A positive, warm, and flexible approach to working closely with mental health patients.
• Experience in healthcare, customer service, mental health, or a related setting preferred.
• Ability to support patients in understanding and remaining engaged in their treatment process.

• Bachelor’s degree in Social Work, Public Health, Psychology, Healthcare Administration, or a related field.
• Familiarity with EHR and CRM systems, including Salesforce.
• Strong data-tracking skills and comfort using spreadsheets or dashboards to monitor patient metrics.
• Experience with community outreach, preferably within a mental health or healthcare setting.

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