Patient Experience Liaison

Job Description Summary

We are looking for an RN or LPN with acute care experience and a strong customer service background. Who also has an understanding of medical terminology, effective communication skills, can clearly articulate your thoughts and ideas, has understanding and empathy when responding to others, and is able to adjust your language or approach to meet the patient or family's needs.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001517 LAN - Nursing Administration (LMC)

Pay Rate Type

Hourly

Pay Grade

Health-25

Scheduled Weekly Hours

40

Work Shift

Job Description

The Patient Experience Liaison RN or LPN works with patients and their families to address concerns or special needs that may arise during their course of treatment within the hospital setting. This Patient Experience Liaison works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Experience Liaison acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience. The Patient Experience Liaison runs, and co-chairs the Patient Experience / Engagement Committee.  Also is responsible for monitoring and distributing HCAHPS results frequently.

Duties include but not limited to:

• Conducts effective, targeted rounding to optimize care plan and dispositioning based on patient care needs for reduction of length of stay hours and expeditious placement when admitted.
• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
• Responds to and investigate complaints and concerns and communicate identified issues to appropriate staff.
• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
• Acts as an intermediary to Hospital Administration and departmental staff on behalf of patients and their families.
• Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors.
• Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.
• Uses findings from analysis of trends in complaints to advise individuals and departments to develop appropriate service action plans.
• Triages issues to billing or risk management to ensure better service to our customers.
• Achieves department/organization outcomes:
• Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.
• Meets department/organization experience goals.
• Identifies and implements systems and processes within the department to improve communication that optimizes care, outcomes and experience.
• Augments department/organization quality goals through advocacy for patient self-determination.
• Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations (Validation through feedback from supervisors, peers, personal knowledge, or family interview regarding the work performance).
• Initiates escalation of patient or family concerns as appropriate.
• Incorporates key concepts into communication with patient and family.
• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the communication that augments effectiveness and efficiency of patient care.
• Provides input into opportunities for system improvements.
• Understands and performs role in emergency situations (i.e. disruptive individuals, internal/external disaster, CPR, code Adam, etc.).
• Understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures.
• Meets mandatory department/organization job requirements within established time frames.

Knowledge/Skills