Summary

The Patient Experience Liaison builds rapport by engaging in proactive rounding and outreach and addressing concerns early to help prevent issues from escalating. This role facilitates communication between patients, visitors, hospital staff, and leadership, while investigating, documenting, and helping resolve complaints and service issues to support a positive patient experience throughout the hospital stay. The Patient Liaison collaborates with various departments to ensure timely follow-up, effective problem-solving, and compassionate service recovery, while also contributing to customer service and patient relations initiatives that align with the organization's mission and goals. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals. Performs other duties as assigned by the Director of Social Services.

Job description

Position Summary

The Patient Experience Liaison builds rapport by engaging in proactive rounding and outreach and addressing concerns early to help prevent issues from escalating. This role facilitates communication between patients, visitors, hospital staff, and leadership, while investigating, documenting, and helping resolve complaints and service issues to support a positive patient experience throughout the hospital stay. The Patient Liaison collaborates with various departments to ensure timely follow-up, effective problem-solving, and compassionate service recovery, while also contributing to customer service and patient relations initiatives that align with the organization's mission and goals. The Patient Experience Liaison actively participates in the development and implementation of customer service and patient relations initiatives related to the facility's mission and goals. Performs other duties as assigned by the Director of Social Services.

Patient Experience Liaison Job Responsibilities

Work directly with patients without supervision. Establish a rapport with the patient and family to learn what is most important to them in their hospital experience and their preferences. Advocate for patient and family perspectives in decision making and service design.
Acts as an intermediary to Hospital Administration on behalf of patients and their families. Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff. Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
Analyze patient experience data (ie net promoter score, patient satisfaction scores, google reviews) to identify trends, strengths and improvement opportunities. Provides summaries to CEO, QC and Board of Governors. Meets department/organization satisfaction goals. Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
Manage accountability and sustainability reporting tools and systems. Input grievances into MIDAS for tracking purposes. Maintain physical copies of grievances and response letters.
Performs other duties as assigned/required by this position.

Qualifications

Strong communication and interpersonal skills to effectively engage with patients and healthcare staff.
Ability to empathize and advocate for patients' needs and concerns.
Experience in healthcare or customer service environments.
Proficient in conflict resolution and problem-solving.
Knowledge of patient care standards and healthcare regulations.
Familiarity with electronic health records (EHR) systems is a plus.

Requirements

High School Diploma or equivalent required
Bachelor's degree in psychology or related field preferred
1-3 years of relevant experience in a health care environment
Experience in a Psychiatric setting preferred
Strong communication and interpersonal skills
Ability to empathize and advocate for patients' needs and concerns
Experience in healthcare or customer service environments
Proficient in conflict resolution and problem-solving
Knowledge of patient care standards and healthcare regulations
Familiarity with electronic health records (EHR) systems is a plus

Company overview

Universal Health Services, Inc. (UHS) is one of the nation's largest and most respected providers of hospital and healthcare services, operating as a Fortune 300 corporation headquartered in King of Prussia, Pennsylvania. Founded in 1979, UHS has grown into a major healthcare enterprise with approximately 99,000 employees and annual revenues exceeding $14 billion. The company operates through its subsidiaries, managing 29 acute care hospitals, 331 behavioral health facilities, and 60 outpatient and other facilities across 39 U.S. states, Washington D.C., Puerto Rico, and the United Kingdom. UHS provides comprehensive healthcare services including acute care, behavioral health treatment, cancer centers, and ambulatory surgical centers. The company's strategy focuses on building or acquiring high-quality hospitals in rapidly growing markets and investing in advanced medical equipment and skilled personnel to become the leading healthcare provider in each community it serves. UHS is publicly traded on the New York Stock Exchange (NYSE: UHS) and has established a strong reputation for delivering compassionate, high-quality care while maintaining financial stability and operational excellence.