Patient Experience Liaison

JOB SUMMARY
The Patient Experience Liaison serves as a key resource for advancing patient-family centered care across the health system. This role focuses on improving the overall patient experience by fostering collaboration between departments, supporting service excellence initiatives, and ensuring alignment with organizational goals. The liaison acts as a bridge between patients, families, and clinical/non-clinical teams to perform service recovery by resolving concerns, identifying improvement opportunities, and promoting a culture of empathy and accountability.
JOB FUNCTIONS
Service Coordination: 
• Serve as a primary point of contact for patient and family concerns; facilitate timely resolution of complaints; ensure patients and families feel heard and respected.
• Track and report patient experience metrics and initiatives; maintain accurate documentation.
• Document, track, and route patient complaints and feedback within the organization’s survey and reporting systems; ensure accurate entry, appropriate escalation to responsible leaders, and compliance with PHI/privacy standards.Assists as needed with other employee and internal customer service surveys. 
• Provides training to new leaders and ongoing training on how to interpret data on areas of focus to improve patient satisfaction. 
• Partner with clinical, operational, and administrative teams during huddles and participate in system-level committees and workgroups as needed.
• Collaborate with facility leadership and frontline teams; monitor and analyze patient feedback data; support development and execution of improvement plans.
• Provide education to patients during patient experience rounds and assist in distributing approved educational materials.
• Position does require travel as needed to support facilities across the system. 
• Represents the Patient Experience department at sitewide orientations, onboarding programs, and organizational events.