Liaison - Patient Experience
Memorial Healthcare System
Summary
The Patient Experience Liaison delivers compassionate, high-touch support to patients, families, and visitors by providing wayfinding assistance, escort services, information, and real-time issue resolution. This frontline role enhances safety, reduces uncertainty, and elevates the overall patient experience by ensuring individuals feel welcomed, informed, and supported throughout their visit.
Job description
Summary
The Patient Experience Liaison delivers compassionate, high-touch support to patients, families, and visitors by providing wayfinding assistance, escort services, information, and real-time issue resolution. This frontline role enhances safety, reduces uncertainty, and elevates the overall patient experience by ensuring individuals feel welcomed, informed, and supported throughout their visit.
Responsibilities
- Greets and assists patients, families, and visitors throughout hospital entrances and public areas.
- Provides wayfinding support and escort services to destinations throughout the facility.
- Facilitates navigation within the facility, including assisting with check-in processes and digital self-service tools.
- Identifies and assists individuals requiring guidance, support, or service recovery interventions.
- Coordinates wheelchair and transport services to promote safe and efficient patient movement.
- Delivers exceptional customer service and resolves concerns to enhance the overall patient experience.
- Partners with Patient Experience, Registration, Security, and Clinical teams to address issues and improve service delivery.
- Observes and monitors public spaces for safety issues, cleanliness concerns, or accessibility barriers, escalating as necessary.
- Documents and communicates trends, barriers, and recurring concerns affecting the patient experience.
Competencies
Accountability, customer service, effective communication, organization skills, problem solving, professional credibility, responding to change, standards of behavior, team work.
Requirements
- Associate's degree in a related field required
- 2+ years of experience in customer service, hospitality, or a related field required
- Experience in a hospital or healthcare setting preferred
- Bilingual proficiency in English and Spanish preferred
- Knowledge of conflict resolution techniques and customer service best practices
- Working knowledge of medical terminology and healthcare environments
- Demonstrated empathy, compassion, and a patient-centered approach to service
- Sound active listening skills
- Sound verbal and written communication skills
- Demonstrated ability to de-escalate challenging situations and resolve conflicts
- Ability to maintain professionalism and composure in a fast-paced environment
Company overview
Memorial Healthcare System is one of the largest not-for-profit healthcare systems in the United States, headquartered in Hollywood, Florida. Founded in 1953, the organization operates six major hospitals including Memorial Regional Hospital, Memorial Hospital West, Memorial Hospital Miramar, Memorial Hospital Pembroke, and the renowned Joe DiMaggio Children's Hospital. With approximately 17,000 employees, Memorial Healthcare System provides a comprehensive continuum of care ranging from primary care services to advanced tertiary and quaternary programs such as adult and pediatric cardiac transplant, bone marrow transplant, trauma care, and intensive care services. The system has earned numerous prestigious awards including recognition as a Florida Cancer Center of Excellence, U.S. News and World Report Best Hospitals for Rehabilitation, and Great Place to Work certification. Memorial Healthcare System is committed to delivering patient-centered care through innovative medical services including cancer care, cardiac and vascular services, neuroscience, orthopedics, pediatrics, and women's health services, while maintaining a strong focus on community outreach and medical education programs.