Patient Experience Liaison

4 weeks ago


GondrecourtleChâteau, Grand Est, United States St Croix Hospice Full time
Job Summary

The Patient Experience Coordinator plays a vital role in ensuring the highest level of quality care for patients and their families. This position requires excellent communication and interpersonal skills to effectively address concerns and needs that may arise during a patient's time with St. Croix Hospice.

Key Responsibilities
  1. Proactive Communication: Maintain regular contact with patients, families, and caregivers to follow up on questions or concerns and provide support options.
  2. Patient Electronic Messaging: Manage the patient electronic messaging system and respond to concerns in a timely manner.
  3. Complaint Resolution: Investigate and document complaints and concerns, and communicate identified issues to appropriate staff.
  4. Trend Analysis: Identify trends and report information to appropriate departments and leadership for action.
  5. Family Support: Connect with families and provide emotional support during difficult times.
  6. Customer Service: Respond to phone calls and ensure the highest level of customer service for patients and their families.
  7. Rapport Building: Establish rapport with patients and families to understand their needs and preferences.
  8. Patient Satisfaction: Monitor and track patient satisfaction surveys and share feedback with leadership.
  9. Departmental Outcomes: Achieve departmental and organizational outcomes.
  10. Confidentiality: Maintain strict confidentiality in all interactions with patients and families.
Qualifications
  • Education: High school graduate or equivalent.
  • Experience: 3+ years of patient-centered or healthcare-related experience, preferably in a hospice setting.
  • Skills: Excellent verbal and written communication skills, customer service experience, and ability to manage multiple tasks.


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