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Healthcare Patient Liaison

2 months ago

Providence, Rhode Island, United States CharterCARE Health Partners Full time

Overview:

In collaboration with the Risk Management Leader, the Patient Liaison addresses the concerns of patients and their families.

This role involves managing complaints and grievances while ensuring appropriate follow-up and maintaining necessary data for compliance with regulations. The Patient Liaison is dedicated to ensuring timely and effective resolution of issues by engaging the relevant personnel or departments. Building a strong rapport with patients, families, and healthcare professionals is essential for enhancing the patient and family experience.

Qualifications:
Bachelor's Degree required.

Professional Experience:
A minimum of two years in Healthcare, Advocacy, or Customer Service is preferred.

Competencies:
- Ability to identify potentially disruptive situations through respectful and empathetic communication.

- Proficient in conflict resolution, fostering reconciliation, compromise, or settlement.

- Capable of managing sensitive patient satisfaction matters with discretion, tact, and influence.

- Strong critical thinking and problem-solving skills.

- Competent in data analysis and the development/implementation of action plans to enhance patient experiences or reduce risks.

- Excellent interpersonal, communication, and customer service abilities.

- Attentive listener who can effectively represent diverse perspectives.

- Skilled in conveying and receiving information regarding patient-centered issues with clarity and professionalism.

- Demonstrated time management and organizational capabilities.

- Ability to present information to various audiences, from executive leadership to frontline staff.

- Knowledgeable about Patients' Rights & Responsibilities.

- Proficient in documenting and tracking complaints, grievances, and other risk management tasks.