Patient Experience Liaison

Job Description

Job Description

Department:
Patient Experience

Schedule/Status:
5pm-130 am

Standard Hours/Week:
40

General Description:
Under the direct supervision of the Patient Experience Manager and Director, the primary function of the Patient Experience Liaison is to provide exceptional customer service to enhance the patient and visitor experience within our healing healthcare environment and within the assigned functional area (e.g. Emergency Department, Medical Surgical Units, etc.) This position is an integral member of the care team serving as a liaison between patients/visitors and the care team facilitating seamless communication and prompt service delivery. Successful performance is measured, in part, by assigned area(s) achieving desired HCAHPs results within the communication and responsiveness domains. The position shall exemplify the desired Culture of Choice and philosophies of Parrish Healthcare.

Key Responsibilities:

• Welcomes and orients all patients/visitors within assigned area to the role of the liaison, room, and patient rights and responsibilities.
• Rounds and documents (rounding tool) continuously on patients and visitors within assigned area to proactively identify, address and resolve service level needs/concerns specific to each care setting.
• Communicates effectively with patients/visitors regarding status of next steps and helps manage expectations.
• Responds to call lights to facilitate resolution of patient needs.
• Facilitates mobility techs as needed.
• Coordinates and collaborates with the clinical care team to facilitate seamless communication, prompt service delivery, and enhance the overall patient experience. Facilitates timely resolution to communication, pain, potty, possessions, and position opportunities with the clinical care team, including mobility techs.
• Engages patients/visitors in conversation to ease anxiety, answer questions, and make them feel welcome.
• Facilitates prompt resolution of cleanliness and/or nutrition opportunities in all patient areas mobilizing the rapid response Food/EVS liaison.
• Works in coordination with security to maintain protocol for the safe collection, storage and return of patient belongings and valuables.
• Serves as the ADA Coordinator: knowing where the appropriate auxiliary aids are stored and how to operate them. Responsible for ensuring the maintenance, repair, replacement and distribution of such aids. Additionally, the ADA Coordinator is responsible for working with the Human Resources & People Development Departments to ensure that all Parrish Healthcare Care Partners are trained on the auxiliary aids and services described in the Communications with Sensory Impaired or Language Barrier Patients.
• Complies with National Patient Safety Goals.
• Performs other duties as assigned.
• Knows fire, disaster and safety procedures and regulations as pertains to the work area.

Requirements:

Formal Education:

• High school diploma or GED required.

Work Experience:

• One year to two years in Customer Service

Required Licenses, Certifications, Registrations:

• BCLS through American Heart Association (to be obtained within first six months of hire)
• H.E.A.R.T training and competency required within 90 days of hire.

Full Time Benefits:
Eligible to participate in a number of PMC-sponsored benefits, including:

• Benefits Start on Day 1
• Health, Dental and Vision Insurance
• 403(b) Retirement Program
• Tuition Reimbursement/Educational Assistance
• EAP, Flex Spending, Accident, Critical and Other Applicable Benefits
• Annual Accrual of 152 Personal Leave Bank (PLB) Hours