Patient Liaison

Shift details : Monday - Friday 7 : 30A-4 : 00P or 8 : 00A-4 : 30P

You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.

Start / End : ASAP start through 9 / 30 / 2025

Works directly with various members of the healthcare team, hospital departments, and administration to review and act on concerns that patients and families have. The position acts as a means through which patients can seek solutions to concerns, issues, and unmet customer expectations.

Manages the complaint and grievance processes while actively seeking resolution to identified problems and concerns of the patient and / or families. Manages the Service Excellence Program which includes collection, review and dissemination of HCAHPS data in accordance with CMS requirements. Actively participates on the Engagement and Experience Workgroup and subgroups and works with the Quality & Patient Safety divisions leadership to implement service-oriented systems to achieve better health for both the frontline team and patients / families

Also works in conjunction with the Director of Volunteer Services to coordinate the patient representatives. Supports the Patient Family Advisory Council (PFAC). This position reports to the Director of Quality, Patient Safety & Experience.

1. Education :

Bachelor s degree required, preferably in related field (Healthcare Administration, Business management) or minimum of three (3) years of relevant experience

2. Certification / License :

Certified patient experience professional (CPXP) preferred. Certification expected to be achieved within three years of hire.

3. Experience :

Minimum of three years of experience in the patient relations, customer service or service excellence field

Experience managing the life-cycle of a customer / patient relations or other formal complaint process is highly preferred.

Excellent verbal and written communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings; able to communicate in a concise, calm manner; ability to prioritize and manage multiple projects, meeting deadlines / schedules

Ability to work in a team environment; flexibility, adaptability, integrity, and interpersonal skills

Ability to work in an independent, timely and detailed-oriented manner

Able to quickly adapt and learn in a complex environment.

High degree of professionalism, discretion, and confidentiality

Proficient computer skills : Word, Excel, Power Point