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Patient Experience Liaison

1 month ago


Perth Amboy New Jersey, United States Hackensack Meridian Health Full time
About the Role

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
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