PATIENT EXPERIENCE LIAISON

Patient Experience Liaison

Summit Oaks Hospital, a 126 bed, private acute care hospital and chemical dependency treatment center, located in a picturesque suburban setting, fully accredited (by the Joint Commission), has been providing quality health care to adult, child and adolescent northeastern USA residents, since 1902. Summit Oaks has repeatedly been recognized in U.S. News & World Report, as one of the nation's best behavioral health hospitals.

Position Summary: 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. Performs other duties as assigned by the COO.

Qualifications

Education: Bachelor's Degree

Related Work Experience: 1-3 years

Essential Job Duties/Responsibilities:

• Establish a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members
• 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
• Acts as an intermediary to Hospital Administration on behalf of patients and their families
• Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors
• Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate manager
• Educates health care professionals and employees on the varied ways to humanize a patient's experience based on feedback from individual patients and their families
• Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans
• Triages issues to billing or risk management to ensure better service to our customers
• Achieves department/organization outcomes. Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction
• Meets department/organization satisfaction goals
• Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise quality of services/mission
• Utilizes performance measures to improve patient/customer outcomes
• Meets department/organization quality goals
• Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance)
• 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
• Understands and performs role in emergency situations also understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures
• Meets mandatory department/organization job requirements within established time frames
• Provides each discharge patient with the Google review information

Benefits Include:

• Career development opportunities across UHS and its 300+ locations!
• Diverse programming to expand your experience and energize your career
• HealthStream online learning catalogue with plenty of free CEU courses
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan