The Patient Experience Liaison is responsible to model the Expected Behaviors for Patient Centered Care and to investigate, resolve, document, and report patient and visitor compliments and concerns to leadership and staff; monitor patient experience scores for trends and opportunities; serve as the facility champion for CAHPs initiatives. This person works collaboratively to develop, implement, and participate in patient experience and patient relations initiatives. Provides monthly status updates/reports on process improvement initiatives and outcomes related to patient experience to leadership. This team member may be delegated additional responsibilities or special assignments.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Models the Expected Behaviors for Patient Centered Care and is passionate about the patient experience
- Assists in continuous Patient Experience processes as the facilitator/coach.
- Ensures all necessary follow-up/action items are completed, reported and documented in order to close the loop.
- Able to work as a team member, and encourage and promote a culture of caring.
- Serves as recording secretary for the Patient Experience section of meeting minutes.
- Assists in the aggregation and analyzing of Patient Experience data and report’s findings to the appropriate committees.
- With the support of the regional Patient Experience Director, conducts routine analysis of patient experience outcomes. Analyzes CAHPs and patient experience survey data, patient/visitor complaints, and grievances. Collaborates with leadership, physicians, and staff on a regular basis to ensure optimal patient experience.
- Tracks and trends patient/visitor service concerns. Identifies system/process-related opportunities through data and works collaboratively to resolve. Leads, and participates in, various process improvement activities, as applicable, aimed at improving the patient experience.
- Performs routine clinical and non-clinical rounding for patients and families to improve the patient experience. Communicates and interacts with patients, families, staff, and others in a compassionate, empathetic, courteous, and respectful manner.
- Investigates patient/visitor concerns and works with all applicable parties to bring them to resolution.
- Maintains regulatory and compliance requirements for the facility, including CMS Conditions of Participation and Joint Commission Standards, as they relate to patient complaints.
- Consults with leaders in the development of strategies to improve the patient experience; identifies best practice and opportunities for improvement, and works collaboratively with leaders and staff. Assists with staff education on improving patient experience opportunities.
- Provides strong knowledge of best practices, service improvement, and problem-solving to improve the patient experience.
Required Skills
- MUST HAVE AT LEAST 2 - 5 YEARS OF PREVIOUS EXPERIENCE IN A CLINICAL SETTING, PREFERABLY WORKING DIRECTLY WITH PATIENTS.
- BACHELOR'S DEGREE IS REQUIRED.
- Must be professional, engaging and have exceptional customer service skills.
- Preferred previous experience with Press Ganey, HCAPS and other measurements of patient satisfaction.
- Must have strong attention to detail and strong problem solving skills.
Required Experience