Patient Experience Liaison

Patient Experience Liaison

The Patient Experience Liaison is an advanced, patient facing and consultative role responsible for addressing complex patient experience concerns, leading high impact service recovery, and supporting system level improvement across the Baton Rouge Market. Operating with a high degree of autonomy, this role serves as a trusted partner to patients, families, frontline staff, and leaders when patient experience concerns extend beyond point of care resolution. Reporting to the Manager Patient Experience, the Liaison focuses on high risk situations, grievance investigations, trend identification, and improvement accountability, translating patient feedback into targeted actions that strengthen patient trust, reduce repeat concerns, and improve experience outcomes.

Responsibilities

Advanced Patient Rounding & Service Recovery

• Conduct purposeful, high-impact rounding in priority patient care areas to proactively identify risks to the patient experience.
• Lead service recovery for high-acuity, sensitive, or escalated patient and family concerns requiring advanced judgment and coordination.
• Serve as a consistent point of contact for patients and families during complex experience events to restore trust and confidence.
• Exercise independent judgment to determine appropriate resolution strategies in collaboration with nursing, medical staff, and leadership.
• Identify recurring breakdowns in care or communication and escalate for system-level intervention.

Grievance Investigation & Regulatory Compliance

• Independently manage formal patient grievances in accordance with regulatory and accreditation standards (e.g., CMS Conditions of Participation).
• Conduct patient, family, and staff interviews; review documentation; and perform root cause analysis as appropriate.
• Develop clear, accurate, and compliant written grievance responses within required timelines.
• Partner with the Manager of Patient Experience to ensure consistency, quality, and regulatory integrity of grievance processes.

Trends, Insights & Improvement Support

• Analyze patient complaints, compliments, grievances, and real-time feedback to identify patterns and emerging risks.
• Communicate insights to the Manager of Patient Experience and clinical leaders to inform targeted improvement strategies.
• Support leader accountability by highlighting recurring themes and opportunities for sustained change.

Consultation & Culture of Patient-Centered Care

• Serve as an advisor to leaders and frontline teams on complex patient experience scenarios.
• Reinforce patient-centered behaviors, respectful communication, and service recovery expectations.
• Support education and improvement initiatives designed to strengthen patient trust and experience culture.

Knowledge, Skills, & Abilities

• Advanced interpersonal, communication, and de-escalation skills.
• Strong critical thinking and independent judgment.
• Ability to manage emotionally charged situations with compassion and professionalism.
• Knowledge of patient experience standards, grievance processes, and regulatory requirements.
• Skilled in identifying trends and translating patient feedback into improvement opportunities.

Physical & Schedule Requirements

• Regular presence in patient care areas for rounding and follow-up.
• Flexibility to respond to urgent patient concerns outside traditional business hours as needed.

Experience: Two years of experience in healthcare, patient relations, communications, business, education, customer service, quality, or other relevant fields.

Education: A Bachelor's degree in healthcare administration, nursing, business, communications, marketing, education, or related fields is required.