Work 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. News & World Report, as one of the nation's best behavioral health hospitals.

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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. Bachelor's Degree

Related Work Experience: 1-3 years

Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff

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

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

Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction

Utilizes performance measures to improve patient/customer outcomes

Meets department/organization quality goals

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

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

Provides each discharge patient with the Google review information

HealthStream online learning catalogue with plenty of free CEU courses

Excellent Medical, Dental, Vision and Prescription Drug Plans

401(K) with company match and discounted stock plan

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