Patient Experience Liaison

Patient Experience Liaison

The Patient Experience Liaison serves as an advocate for a positive patient experience by promoting compassionate, patient-centered care throughout the continuum of care. Working under the direction of the Coordinator of Patient Experience, this role acts as a bridge between patients, families, and healthcare staff by facilitating communication, supporting service recovery efforts, conducting patient rounding, and identifying opportunities to enhance patient satisfaction. The Patient Experience Liaison promotes a culture of service excellence and continuous improvement while ensuring patients and families feel heard, respected, and supported throughout their healthcare journey.

Minimum Education

Associate degree required

Bachelor's degree in Healthcare Administration, Nursing, Social Work, Communications, Business Administration, or a related field, preferred.

Physical Requirements

Sitting - Greater than 32%

Walking - 1-15%

Standing - 1-15%

Bending/Squatting - 1-15%

Climbing/Kneeling - 1-15%

Twisting - 1-15%

Minimal potential for direct body fluid exposure

Must be able to hear clearly with assistance.

Must be able to see with corrective eyewear.

Lifting - 0-50lbs, 50lbs or more with assistance

Carrying - 0-50lbs, 50lbs or more with assistance

Pulling - up to 100lbs

Pushing - up to 100lbs

Supports the hospital Mission, Service and Values.

Serve as a resource for patients and families by facilitating communication and addressing concerns related to their care experience.

Collaborate with the Patient Advocate and other departments to connect patients and families with appropriate resources and support.

Promote patient-centered care by gathering feedback and communicating opportunities for improvement to staff and leadership.

Support service recovery efforts to enhance patient satisfaction and overall experience.

Conduct patient rounding to proactively identify opportunities to enhance the patient experience.

Facilitate communication between patients, families, and care teams to promote understanding and address non-clinical concerns.

Identify service recovery opportunities and collaborate with staff and leadership to improve the patient experience.

Document patient feedback and interactions in accordance with organizational policies.

Follow up with patients and families, as appropriate, to ensure concerns related to their experience have been addressed.

Monitor patient experience metrics, satisfaction surveys, and feedback trends.

Identify opportunities for improvement and communicate findings to leadership.

Participate in patient experience committees, quality improvement initiatives, and service excellence programs.

Assist in implementing strategies designed to improve patient satisfaction and engagement.

High School or equivalent or better.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.