The Patient Care 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 Care Liaison acts as an intermediary between hospital departments and the patient/family to bring about the most effective healthcare treatment and positive hospital experience.

• 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
• Ensures patient satisfaction with Nurse Communication, Doctor Communication, Staff Responsiveness to Call Bells, Communication about Medicines and Patient Discharge Information.
• Responds to concerns and communicates identified issues to appropriate unit staff and/or department heads/ Department Chairperson
• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and
• Acts as an intermediary to Hospital Administration on behalf of patients and their
• Interprets non-clinical policies, procedures, and services to patients and their families as well as visitors.
• Makes follow up phone calls to discharged patients and solicit feedback about their hospital experience and forward any clinical questions to the appropriate .
• Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action
• Achieves department/organization outcomes
  • Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction.
  • Meets department/organization satisfaction

• Utilizes performance measurement to improve patient/customer
• Meets department/organization patient satisfaction .
• Initiates patient or family concern reports, as appropriate, when issues
• Incorporates key concepts into communication with patient and
• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient experience.
• Provides input into opportunities for system
• Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for
• Understands and performs role in emergency situations (i.e. Doctor Red, Code Blue)
• Understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: Joint Commission, OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures.
• Reports non-compliance with department/organization standards to Department Head/Vice President
• Meets mandatory department/organization job requirements within established time

Knowledge/Skills/Ability

• Assoiate degree from an accredited college or university, preferred
• Minimum 2 year experience in customer service

• Must demonstrate exceptional communication skills along with excellent customer service
• Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing