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Patient Experience Liaison
1 week ago
Job Title: Patient Experience Liaison
Company: Not specified
The Patient Experience Liaison collaborates with patients and their families to address concerns or special needs that may arise during their treatment within the hospital setting. Working closely with different healthcare team members, hospital departments, and leadership, the liaison aims to resolve issues that patients & families may encounter, ultimately aiming to enhance the overall patient experience during their stay. By following established policies and procedures, the Patient Experience Liaison provides valuable support to patients, families, and/or significant others. Acting as a bridge between providers, team members, and patients/families, the liaison promotes effective communication, support, assistance, and information exchange. Demonstrating exceptional patient experience and professionalism at all times, the liaison takes proactive steps to intervene and resolve potential complaint situations with staff and physicians in compliance with CMS guidelines and other regulatory bodies. Furthermore, they collaborate with clinical staff to address clinically focused concerns and employs service recovery strategies, such as de-escalation, to handle challenging situations with patients/families. Additionally, the liaison collaborates with the Patient Experience and Customer Service teams using continuous improvement approaches to help leaders proactively tackle performance gaps and enhance care delivery.
Requirements:
- High School Diploma/GED required
Additional Education Requirements:
- Must possess knowledge of general office machines, computers, and various computer programs.
Additional Experience Requirements:
- 1-3 years of previous experience in a role involving interactions with the general public, preferably in Customer Service/PT Experience/Hospitality Background.
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