Patient Experience Liaison

The Patient Experience Liaison 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.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001422 KER - Nursing Administration (KMC)

Pay Rate Type

Hourly

Pay Grade

Health-22

Scheduled Weekly Hours

40

Work Shift

Job Description

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 complaints and concerns and communicates identified issues to appropriate staff. Within capabilities of their scope

·    Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.

·    Uses findings from analysis of trends to advise individuals and departments to develop appropriate service action plans.

·    Triages issues to 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. Patient updates in timely manner, even if there is no update to give but lets the patient and family know that they have not been forgotten

·    Need to have a positive and engaging attitude

·    24–48 Hour Post-Discharge Follow-Up (With the understanding that any OFI should be addressed prior to patient or family leaving the premises