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Patient Experience Liaison
2 months ago
We are seeking a highly skilled and compassionate Patient Experience Liaison to join our team at Hackensack Meridian Health. As a key member of our patient experience team, you will play a vital role in ensuring that our patients receive exceptional care and service.
Key Responsibilities- Proactively round on patients to capture feedback and identify areas for improvement
- Serve as a liaison between patients, visitors, and healthcare teams to enhance communication and promote good working relationships
- Utilize resourcefulness, interpersonal skills, and service recovery methods to address patient concerns and complaints
- Welcome guests to the medical center and provide visitor passes and directions as needed
- Remain visible and accessible to patients and visitors, providing a high level of customer service and support
- Direct conference participants to accurate conference areas and investigate location of meetings for guests requesting assistance
- Escorts or arranges for escort of patients requiring a wheelchair to their location as necessary
- Makes confirmation calls for cancer center patients, completes sign-in into Epic upon arrival, and announces patients to registration
- Enforces Access Control function by advising guests of visiting and access policies, alerting security to any violations, and assisting security as necessary
- Explains parking options and associated fees or discount programs
- Handles routine inquiries and directs patient complaints to appropriate individuals and follows through with patients/visitors to ensure their satisfaction
- Communicates hospital policies, procedures, and services and seeks creative solutions to meet consumer expectations
- Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated
- Routinely conducts environmental observations and follows up to address issues identified through proactive rounding and/or areas of coverage
- Maintains accurate monetary exchange for sale of newspapers and coordinates delivery of mail, flowers, gifts, etc.
- Adheres to all HMH, hospital, and departmental policies and procedures
- Identifies and reports trends to Experience leader and team members
- Directs grievances to Experience Advisor for investigation and follow-through with the patient or patient's representative
- Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources
- Serves as a resource to visitors waiting in patient care areas
- Ensures high department morale and smooth transition of work by maintaining a good working relationship with colleagues and volunteers, and completing all change of shift requirements
- High School diploma, general equivalency diploma (GED), and/or GED equivalent programs
- 3-4 years experience in a customer-oriented position
- Ability to work independently and manage multiple tasks in a fast-paced, visible environment while maintaining a professional and confident demeanor in stressful situations
- Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem-solving, and service recovery skills
- Proficient in Microsoft Outlook and Office
- Notary Public in the State of New Jersey within 6 months of hire
- Patient Advocacy Certification
- Bilingual a plus
