The Patient Experience Liaison Coordinator is responsible for scheduling patient experience liaisons and audit teams for patient experience audits and secret shopper programs. Reviewing Patient Experience Audit files and collecting necessary data for reporting, and reporting them out to the Director. In addition to reviewing daily logs/tickets for completion from all liaisons.
The Patient Experience Liaison Coordinator 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 leadership 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 functions within established policies and procedures while providing support to the patient, family, and/or significant others. Serves as a liaison between providers, team members and patients/families to facilitate two-way communication, support, assistance and information. At all times, models exemplary patient experience and professionalism. Proactively intervenes and address situations that could lead to complaints and grievances with staff and physicians in compliance with CMS guidelines and other regulating bodies. Partners with Clinical staff to address more clinically focused concerns. Responds to difficult situations with patients/families across the continuum of care using service recovery methodologies such as de-escalation to resolve concerns. Partners with Patient Experience and Customer Service using continuous improvement methodologies to support leaders in proactively addressing performance gaps in an effort to improve care delivery.

Education: High School Diploma Required

Experience Requirements: Prior experience in a position requiring contact with the general public is preferred. Customer Service/PT Experience/Hospitality Background preferred.